Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions! We're seeking dynamic professionals to elevate our client's service standards in the fast-growing fintech sector. Enjoy competitive compensation, comprehensive training, and a vibrant work culture in our state-of-the-art Makati facility. This role offers clear career progression paths and opportunities to work with global brands while developing world-class communication skills.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, email, chat) with empathy and precision
- Resolve escalated issues while maintaining high customer satisfaction scores (CSAT)
- Collaborate with technical teams to troubleshoot product-related concerns
- Mentor junior agents and contribute to process improvement initiatives
- Adhere to strict compliance standards and data security protocols
- Generate detailed performance reports and actionable insights
Qualifications
- Minimum 2 years of contact center experience in fintech or SaaS industries
- Fluency in English with neutral accent; proficiency in Tagalog required
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong problem-solving abilities with conflict resolution expertise
- Proven track record of meeting/exceeding performance metrics
- Ability to work in rotating shifts (including night schedules)
- College degree preferred or equivalent professional certification