Job Description
Join Apex Global Solutions, a BPO industry leader revolutionizing customer engagement across Asia-Pacific. We're seeking passionate individuals to elevate our client experience through exceptional service and innovative solutions. As a Senior Customer Experience Specialist, you'll drive customer satisfaction while advancing your career in a dynamic, growth-oriented environment.
Why Join Us?
- Industry-leading compensation package with performance bonuses
- Comprehensive health and wellness benefits
- Clear career progression paths to team leadership
- Modern, collaborative workspace in Makati CBD
- Continuous learning and certification opportunities
Responsibilities
- Handle complex customer inquiries via omnichannel platforms (voice, chat, email)
- Resolve escalated issues with empathy and problem-solving expertise
- Maintain 95%+ customer satisfaction score through personalized solutions
- Document interactions accurately in CRM systems
- Contribute to process improvement initiatives
- Mentor junior team members on best practices
- Analyze customer feedback to identify service gaps
Qualifications
- 3+ years in customer service/call center environment
- Proven track record in handling high-complexity interactions
- Fluent English with exceptional communication skills
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong analytical and conflict resolution abilities
- Ability to work in rotating shifts (including nights/weekends)
- College degree preferred (Business/Communications)
- Experience in BPO industry highly advantageous