Job Description
Join our award-winning team at Apex Global Solutions and become the voice of innovation in the BPO industry! We're seeking passionate Senior Customer Experience Specialists to transform how brands connect with their clients. Enjoy a vibrant, growth-oriented environment with competitive compensation, comprehensive benefits, and clear career advancement paths. Our state-of-the-art Makati facility offers modern amenities, flexible scheduling options, and ongoing professional development programs.
At Apex Global, we believe exceptional service starts with exceptional employees. You'll be part of a diverse, supportive community where your contributions directly impact global brands. We provide industry-leading training, performance-based incentives, and opportunities to specialize in high-demand sectors like e-commerce, fintech, and healthcare.
Responsibilities
- Deliver premium customer support via omnichannel platforms (phone, email, live chat) for Fortune 500 clients
- Resolve complex customer inquiries with empathy and efficiency while maintaining quality KPIs
- Mentor junior specialists through peer coaching and knowledge sharing sessions
- Identify process improvement opportunities and contribute to service excellence initiatives
- Utilize CRM systems to document interactions and maintain accurate customer records
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in quality assurance reviews and feedback sessions
Qualifications
- Minimum 3 years of experience in high-volume BPO/call center environments
- Proven track record of exceeding customer satisfaction targets
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional communication skills in English and Tagalog
- Strong problem-solving abilities with conflict resolution expertise
- Ability to work flexible shifts including weekends and holidays
- College degree in Business, Communications, or related field preferred
- Experience in healthcare or fintech verticals highly desirable