Job Description
Join Apex Global Solutions, a leading BPO pioneer in Southeast Asia, as we revolutionize customer experience through innovative technology and passionate teams. Our Makati hub offers a vibrant, collaborative environment where your career growth is prioritized. Enjoy comprehensive benefits, performance bonuses, and opportunities for international career advancement.
Responsibilities
- Manage complex customer accounts with premium VIP clients
- Develop and implement retention strategies for high-value accounts
- Coordinate cross-functional teams to resolve escalated customer issues
- Analyze customer behavior data to identify improvement opportunities
- Mentor junior specialists through training programs
- Drive process optimization initiatives within the CX department
- Conduct quarterly business reviews with key account stakeholders
Qualifications
- Bachelor's degree in Business, Communications, or related field
- 3+ years of BPO/Call Center experience in senior roles
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Fluent English with exceptional written and verbal communication
- Proven track record in customer retention and upselling
- Strong analytical skills with data-driven approach
- Certification in Customer Experience Management preferred