Job Description
Join Apex Global Solutions, a premier BPO leader revolutionizing customer engagement across Asia Pacific. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in our Makati headquarters.
Why Choose Apex?
- Industry-leading compensation with performance bonuses
- Comprehensive health & wellness benefits
- Accelerated career progression pathways
- Cutting-edge tech & AI-powered tools
- Hybrid work flexibility post-training
Be part of a culture that celebrates innovation and empowers you to make a tangible impact on global customer satisfaction.
Responsibilities
- Manage complex customer escalations with empathy and strategic problem-solving
- Mentor junior agents on service protocols and emotional intelligence
- Analyze call metrics to identify service improvement opportunities
- Develop customer retention strategies for high-value accounts
- Collaborate with product teams to enhance service offerings
- Implement CRM best practices for seamless customer journeys
- Lead cross-functional projects to optimize service workflows
Qualifications
- Bachelor's degree in Business, Communications, or related field
- Minimum 3 years BPO/call center experience with leadership exposure
- Advanced English proficiency (verbal & written)
- Certification in conflict resolution or customer psychology preferred
- Expertise in Salesforce, Zendesk, or enterprise CRM systems
- Data-driven decision-making capabilities
- Proven track record in exceeding CSAT/NPS targets
- Adaptability to rotating shift schedules