Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Apex Global Solutions, we're revolutionizing client interactions through technology and human-centric service. This is more than a call center role – it's your gateway to a dynamic career in the heart of Manila's vibrant business district. Enjoy competitive compensation, comprehensive benefits, and pathways to leadership. We invest in your growth with continuous training and cutting-edge tools.
Our Makati facility features modern workspaces, wellness programs, and a collaborative culture where your voice matters. Work alongside industry experts while making tangible impacts for Fortune 500 clients. Whether you're supporting e-commerce giants or fintech innovators, you'll develop versatile skills valued globally.
Responsibilities
- Deliver exceptional customer support via voice, chat, and email channels for premier international clients
- Resolve complex technical and billing inquiries with first-contact resolution excellence
- Maintain detailed case documentation in Salesforce with 99.9% accuracy
- Collaborate with Tier 2 support teams for intricate technical escalations
- Proactively identify process improvement opportunities and implement solutions
- Mentor new agents on service standards and CRM best practices
- Participate in monthly client satisfaction reviews and action planning
Qualifications
- Minimum 2 years in high-volume contact center or BPO environment
- Expertise in Salesforce, Zendesk, or similar CRM platforms
- Fluency in English with neutral accent; Spanish or Mandarin highly valued
- Typing speed of 45+ WPM with 98% accuracy
- Experience handling payment disputes and chargeback resolution
- Proven track record in exceeding CSAT/KPI targets
- Ability to work flexible shifts including weekends and holidays
- Relevant certification in customer service management preferred