Job Description
Join Southeast Asia's premier BPO provider and elevate customer experiences for Fortune 500 brands! At Apex Global Solutions, we're revolutionizing call center excellence through cutting-edge technology and industry-leading training. As a Senior Customer Experience Specialist, you'll become the voice of innovation in our Makati City hub, delivering premium support while advancing your career in our award-winning work environment.
Why Choose Us?
- Industry-leading compensation with performance bonuses
- Comprehensive medical and dental coverage
- Accelerated career growth path to team lead roles
- State-of-the-art ergonomic workstations
- Monthly team-building activities and recognition programs
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rate
- Mentor junior specialists through our peer coaching program
- Implement quality improvement initiatives based on performance analytics
- Collaborate with product teams to enhance customer-facing processes
- Maintain detailed case documentation in CRM systems
- Participate in quarterly process optimization workshops
- Lead escalation protocols for high-priority customer issues
Qualifications
- Minimum 3 years BPO/Customer Service experience in high-volume environments
- Advanced proficiency in conflict resolution and de-escalation techniques
- Working knowledge of Salesforce, Zendesk, or similar CRM platforms
- Fluency in English with neutral accent certification
- Proven ability to meet/exceed KPIs (CSAT, AHT, FCR)
- Strong analytical skills for process improvement identification
- Experience in cross-functional team leadership
- College degree preferred or equivalent professional certification