Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking passionate communicators to deliver exceptional service in a dynamic, tech-enabled environment. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths.
At Apex Global Solutions, we invest in your growth through continuous training programs, performance-based incentives, and a supportive workplace culture. Our state-of-the-art facilities in Makati's central business district offer modern amenities and collaborative spaces designed for peak productivity.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Maintain 95%+ customer satisfaction scores while meeting 80+ calls/day targets
- Document interactions accurately in CRM systems and identify process improvement opportunities
- Collaborate with technical teams to resolve escalated issues within SLAs
- Mentor junior agents and contribute to training material development
- Participate in monthly performance reviews and skill development workshops
Qualifications
- 2+ years of experience in customer service or BPO environment
- Fluent English communication skills with neutral accent
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional problem-solving abilities under pressure
- Ability to work flexible shifts including weekends/holidays
- Relevant certification in customer service management preferred
- Experience handling high-value client accounts