Job Description
Join our award-winning BPO team and become a catalyst for exceptional customer experiences! At Apex Global Solutions, we're revolutionizing how brands connect with their clients across Asia-Pacific. As a Senior Customer Experience Specialist, you'll be at the forefront of our mission to deliver personalized, empathetic support that transforms ordinary interactions into lasting relationships. We offer comprehensive training, career advancement pathways, and a vibrant, collaborative environment where your growth is our priority.
Our state-of-the-art Makati City center features ergonomic workstations, wellness rooms, and recreational areas designed to maximize your comfort and productivity. Enjoy competitive benefits including health insurance, performance bonuses, and quarterly team-building activities. We believe in recognizing excellence – top performers qualify for our annual international incentive trips!
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with first-contact resolution rates exceeding 85%
- Mentor junior specialists and contribute to continuous improvement of service protocols
- Utilize CRM platforms to document interactions and maintain accurate customer profiles
- Identify process improvement opportunities and implement data-driven solutions
- Adhere to strict SLAs while maintaining empathy in high-pressure situations
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in monthly quality assurance reviews and coaching sessions
Qualifications
- Minimum 2 years' experience in high-volume call center/BPO environment
- Proven track record of exceeding performance metrics (CSAT, AHT, FCR)
- Fluency in English and Tagalog with neutral to American accent
- Proficiency in Zendesk, Salesforce, or similar CRM platforms
- Strong problem-solving abilities with conflict resolution expertise
- Ability to multitask effectively across multiple communication channels
- Flexible schedule availability including weekends and holidays
- College degree or equivalent vocational certification preferred