Job Description
Join the award-winning team at Apex Global Solutions, where we redefine customer excellence through innovation and empathy. As a Senior Customer Experience Specialist, you'll be the voice of our global clients, delivering exceptional service that drives loyalty and growth. We offer competitive compensation, comprehensive benefits, and clear career progression pathways in our state-of-the-art Makati headquarters.
Why Apex Global?
- Industry-leading training programs
- Health insurance and retirement plans
- Monthly performance bonuses
- Flexible hybrid work arrangements
- Annual international team retreats
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Proactively identify upsell opportunities to drive revenue growth
- Maintain detailed customer interaction records in Salesforce CRM
- Collaborate with technical teams to resolve escalated issues
- Mentor junior agents on best practices and soft skills
- Participate in weekly process improvement workshops
- Adhere to SLA metrics with 99% availability during shifts
Qualifications
- Minimum 2 years BPO/call center experience in senior roles
- Fluent in English with neutral accent and clear articulation
- Proficient in CRM systems (Salesforce preferred)
- Strong problem-solving and conflict resolution abilities
- Willingness to work on rotating shifts (including night shifts)
- College degree preferred or equivalent professional certification
- Typing speed of 40+ WPM with 95% accuracy