Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into exceptional experiences. As a Senior Customer Experience Specialist, you'll be the voice of our premium clients, delivering personalized support that drives loyalty and growth. We offer industry-leading training, career advancement pathways, and a vibrant culture that celebrates achievement.
Our state-of-the-art Makati facility features ergonomic workstations, wellness zones, and performance-based incentives. Enjoy comprehensive benefits including health coverage, paid certifications, and quarterly team-building retreats. This is your opportunity to elevate your career in one of Asia's most dynamic BPO environments.
Responsibilities
- Handle high-volume inbound/outbound calls with empathy and efficiency while meeting KPI targets
- Resolve complex customer issues through multi-channel support (voice, email, chat)
- Maintain detailed CRM documentation and compliance with data security protocols
- Collaborate with technical teams to resolve escalated customer concerns
- Contribute to process improvement initiatives through feedback analysis
- Mentor junior specialists and share best practices during team huddles
- Participate in quarterly performance reviews and skill development programs
Qualifications
- Minimum 2 years in BPO/Customer Service with proven performance metrics
- Fluent English communication with clear articulation and neutral accent
- Proficient in CRM platforms (Salesforce, Zendesk) and Microsoft Office
- Strong problem-solving abilities with conflict resolution experience
- Flexible availability to cover rotational shifts including weekends
- High school diploma; college graduates preferred
- Willingness to obtain industry certifications (e.g., CCXP, CSE)