Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into loyalty-building experiences. We're seeking dynamic Senior Customer Experience Specialists to handle premium client accounts with empathy and precision. Enjoy industry-leading training, performance-based incentives, and clear career progression paths in our modern Makati headquarters.
Why Choose Apex? • Comprehensive benefits package including health insurance • Monthly performance bonuses and quarterly rewards • Flexible hybrid work options after probation • Continuous upskilling programs • Collaborative, inclusive culture
Responsibilities
- Manage high-value customer accounts across multiple communication channels (voice, chat, email)
- Resolve complex service issues with first-contact resolution excellence
- Document interactions accurately in Salesforce CRM while maintaining data integrity
- Collaborate with cross-functional teams to improve service workflows
- Mentor junior agents during peak hours and quality assurance sessions
- Identify process improvement opportunities and implement solutions
- Adhere strictly to data privacy protocols and security standards
Qualifications
- Minimum 2 years in BPO/call center environment with Tier 2 support experience
- Fluent in English with exceptional verbal/written communication skills
- Proficient in CRM platforms (Salesforce preferred) and MS Office Suite
- Strong problem-solving abilities with analytical mindset
- Willingness to work on rotating shifts (including night shifts)
- Relevant bachelor's degree or equivalent professional certification
- Experience handling VIP or international client accounts preferred
- Willingness to undergo intensive 4-week paid training program