Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! We're revolutionizing customer service through innovative technology and empathetic support. At Apex Global Solutions, we empower our agents with cutting-edge tools, comprehensive training, and a vibrant work culture that celebrates excellence. If you're passionate about turning customer challenges into opportunities, this is your chance to thrive in a fast-paced environment with competitive benefits and clear career progression paths.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email with exceptional problem-solving skills
- Maintain and exceed performance metrics including CSAT, FCR, and AHT targets
- Document interactions accurately in Salesforce CRM while ensuring data integrity
- Mentor junior team members on best practices and process improvements
- Identify trends in customer feedback to drive service enhancements
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in continuous training programs to refine product knowledge
Qualifications
- 3+ years in high-volume call center/BPO environment
- Proven track record exceeding KPIs in customer service roles
- Proficiency in CRM platforms (Salesforce preferred)
- Excellent communication skills in English and Filipino
- Ability to multitask while maintaining composure under pressure
- Experience with quality assurance processes
- Strong analytical and conflict resolution abilities
- College degree or relevant certification preferred