Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Apex Global Solutions, we're revolutionizing customer support with cutting-edge technology and world-class training. This is more than just a call center job – it's your launchpad into a dynamic career in customer experience excellence. We offer competitive compensation, comprehensive benefits, and a pathway to leadership roles. Our state-of-the-art Makati facility features collaborative workspaces, wellness programs, and career development workshops. If you're passionate about problem-solving and thrive in fast-paced environments, this is your opportunity to make a real impact.
Responsibilities
- Deliver exceptional customer service across voice, chat, and email channels
- Resolve complex technical and billing issues with empathy and efficiency
- Maintain detailed case documentation in CRM systems (Salesforce/Zendesk)
- Coach junior team members on best practices and process improvements
- Collaborate with product teams to identify service enhancement opportunities
- Meet/exceed key performance indicators (KPIs) including CSAT and FCR
- Participate in continuous training programs to stay updated on industry trends
Qualifications
- 3+ years of experience in BPO/call center environments
- Proven track record in resolving high-complexity customer issues
- Advanced proficiency in CRM platforms (Salesforce, Zendesk, or similar)
- Fluency in English with exceptional written and verbal communication
- Strong analytical skills and ability to multitask in fast-paced settings
- Certification in customer service or related field (preferred)
- Experience with quality assurance processes and feedback implementation
- Ability to work flexible schedules including nights/weekends if required