Job Description
Join Apex Global Solutions as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking dynamic professionals to lead our premium client support initiatives in the fast-growing BPO sector. Work in a cutting-edge environment with comprehensive training, career advancement opportunities, and a culture that celebrates innovation and excellence.
Our Makati headquarters offers state-of-the-art facilities, flexible work arrangements, and competitive benefits including health insurance, performance bonuses, and upskilling programs. Be part of a team recognized as Philippines' Top Employer for 3 consecutive years.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Mentor junior agents and conduct quality assurance reviews
- Implement process improvements using CRM analytics and customer feedback
- Collaborate with product teams to escalate service gaps and feature requests
- Maintain detailed documentation of customer interactions and solutions
- Drive customer satisfaction metrics while meeting productivity targets
- Participate in cross-functional projects to enhance service delivery
Qualifications
- Minimum 3 years in customer service or BPO environment
- Advanced proficiency in English with neutral accent
- Experience with Salesforce or Zendesk CRM platforms
- Certificate in conflict resolution or customer psychology preferred
- Proven ability to work under pressure with KPI-driven mindset
- Strong analytical skills with data interpretation experience
- Flexible to work on rotating shifts including weekends
- Bachelor's degree in Business, Communications, or related field