Job Description
Join our award-winning BPO team and transform customer interactions into memorable experiences! At Apex Global Solutions, we're revolutionizing customer service with cutting-edge technology and a people-first culture. As a Senior Customer Experience Specialist, you'll be the voice of our global clients, delivering exceptional support while driving innovation in our contact center operations.
We offer competitive compensation, comprehensive benefits including health insurance and retirement plans, and a dynamic career path with quarterly performance bonuses. Our state-of-the-art Makati facility features collaborative workspaces, wellness zones, and professional development programs designed to accelerate your growth.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Mentor junior agents on best practices and service excellence standards
- Identify process improvement opportunities and contribute to workflow optimization
- Utilize CRM tools to maintain accurate customer records and documentation
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in regular training sessions to enhance product knowledge and technical skills
- Meet or exceed key performance indicators including CSAT, FCR, and AHT
Qualifications
- Minimum 2 years of experience in customer service or BPO environment
- Proficiency in CRM platforms (Salesforce, Zendesk) and Microsoft Office Suite
- Exceptional communication skills in English with neutral accent
- Strong problem-solving abilities and emotional intelligence
- Ability to work flexible shifts including weekends and holidays
- College degree or relevant certification preferred
- Proven track record of exceeding performance metrics