Job Description
Join our award-winning BPO team at Apex Global Solutions as a Senior Customer Experience Specialist! We're revolutionizing customer support in the fintech space and seeking dynamic professionals to elevate our service standards. Enjoy competitive compensation, comprehensive benefits, and clear career advancement pathways in our state-of-the-art Makati facility. Work with Fortune 500 clients while developing leadership skills through our exclusive training programs.
What We Offer:
- Industry-leading performance bonuses
- Health insurance + retirement plan
- Monthly team-building activities
- Flexible hybrid work options
- Annual international conferences
Responsibilities
- Handle complex customer inquiries across multiple communication channels (voice, chat, email)
- Mentor junior team members on service excellence protocols
- Identify process improvement opportunities through data analysis
- Manage VIP client relationships with personalized support solutions
- Collaborate with technical teams to resolve escalated issues
- Contribute to quality assurance initiatives and feedback loops
- Participate in quarterly service innovation workshops
Qualifications
- 3+ years in high-volume BPO/Customer Service environment
- Advanced proficiency in English (written and verbal)
- Experience with CRM platforms (Salesforce preferred)
- Strong conflict resolution and de-escalation skills
- Basic data analysis capabilities (Excel/Google Sheets)
- Certification in customer experience management (desirable)
- Ability to work flexible shifts including weekends
- Previous fintech industry exposure (highly advantageous)