Job Description
Join our award-winning team at ApexBPO Solutions, a leader in customer experience outsourcing. We're seeking dynamic Senior Customer Support Specialists to elevate our service excellence in the fintech sector. This role offers growth opportunities, competitive compensation, and a collaborative environment where your expertise directly impacts global brands.
What We Offer:
- Industry-leading training in fintech and CRM systems
- Clear career progression paths to team leadership
- Comprehensive health benefits and performance bonuses
- Modern work facilities in Makati's central business district
Responsibilities
- Handle complex customer inquiries via voice, chat, and email for premium fintech clients
- Resolve escalated issues with empathy and efficiency while maintaining SLA compliance
- Document interactions accurately in Salesforce and CRM systems
- Contribute to process improvement initiatives through regular feedback sessions
- Mentor junior agents during onboarding and performance reviews
- Collaborate with technical teams to resolve systemic issues
- Participate in quarterly client satisfaction reviews
Qualifications
- Minimum 2 years of high-volume call center experience in fintech or SaaS
- Advanced proficiency in English with neutral accent
- Certification in Salesforce or Zendesk preferred
- Strong analytical skills for troubleshooting technical payment issues
- Proven ability to de-escalate high-stress customer situations
- Experience with KPI-driven performance metrics (CSAT, FCR, AHT)
- Proficiency in Microsoft Office Suite and CRM platforms