Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Apex Global Solutions, we're transforming how businesses connect with customers through innovative technology and world-class service. We're seeking dynamic professionals to elevate our client's brand reputation through exceptional customer interactions. Enjoy a collaborative, growth-oriented environment with comprehensive training, competitive benefits, and clear career progression paths. Be part of a company recognized as the 'Best Employer in BPO' by the Philippine Customer Service Excellence Awards!
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with exceptional problem-solving skills
- Maintain and exceed key performance metrics (CSAT, FCR, AHT) while ensuring compliance with quality standards
- Collaborate with technical teams to resolve escalated customer issues and process improvements
- Conduct quality assurance reviews and provide constructive feedback to junior agents
- Participate in cross-functional projects to enhance customer journey workflows
- Mentor new team members on product knowledge and service protocols
- Analyze customer feedback trends and contribute to service enhancement initiatives
Qualifications
- Minimum 3 years in customer service/technical support with BPO experience
- Fluent in English with neutral accent and exceptional communication skills
- Proficient in CRM systems (Salesforce, Zendesk) and MS Office Suite
- Certified in Six Sigma Yellow Belt or equivalent process improvement methodology
- Demonstrated ability to handle high-pressure situations with emotional intelligence
- Experience in quality assurance coaching and performance analysis
- Strong analytical skills with data-driven decision-making capabilities
- Bachelor's degree in Business, Communications, or related field preferred