Job Description
Join our award-winning BPO leader and elevate customer experiences to new heights. At Apex Global Solutions, we're revolutionizing digital support with cutting-edge technology and world-class training. As a Senior Customer Experience Specialist, you'll be the voice of innovation for Fortune 500 clients, transforming challenges into opportunities while enjoying career growth paths in operations, quality assurance, or team leadership.
We offer comprehensive benefits including health insurance, performance bonuses, and upskilling certifications. Our state-of-the-art Makati campus features ergonomic workspaces, wellness rooms, and collaborative zones designed for peak productivity and work-life balance.
Responsibilities
- Manage complex customer interactions across multiple channels (voice, chat, email) with 95%+ resolution rates
- Mentor junior agents through peer coaching and knowledge sharing initiatives
- Analyze performance metrics to identify process improvements and training opportunities
- Implement quality assurance protocols and conduct calibration sessions
- Collaborate with product teams to escalate systemic issues and feature requests
- Lead crisis management for VIP accounts during peak service periods
Qualifications
- 3+ years in BPO/Customer Service with proven leadership experience
- Advanced English proficiency with neutral accent and business-level writing skills
- Expert knowledge of CRM platforms (Salesforce, Zendesk) and ticketing systems
- Strong analytical skills with ability to interpret KPIs and performance dashboards
- Certification in conflict resolution or customer experience management preferred
- Ability to work night shifts and adapt to flexible scheduling