Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into loyalty. As a Senior Customer Experience Specialist, you'll be the voice of our international clients in the fintech and e-commerce sectors. We offer industry-leading training, career advancement pathways, and a vibrant, supportive workplace culture. Enjoy competitive benefits including health insurance, performance bonuses, and flexible scheduling options. Why join us? Our employees report 94% job satisfaction and 78% promotion within 18 months.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email for Fortune 500 clients
- Resolve billing disputes and technical issues with empathy and efficiency
- Document interactions accurately in Salesforce and Zendesk systems
- Maintain 95%+ customer satisfaction scores through personalized solutions
- Collaborate with technical teams to escalate unresolved issues
- Mentor junior agents on best practices and product knowledge
- Participate in monthly process improvement workshops
Qualifications
- Minimum 2 years of BPO/call center experience in high-volume environments
- Fluency in English with neutral accent; proficiency in Tagalog required
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional problem-solving skills with conflict resolution certification
- Ability to multitask while maintaining quality standards
- Willingness to work on rotating shifts including weekends
- College degree or equivalent technical certification preferred