Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! We're seeking dynamic professionals to elevate client satisfaction through premium support solutions. At Apex Global Solutions, we invest in your growth with industry-leading training, performance bonuses, and career advancement pathways. Enjoy our state-of-the-art facility in Makati's central business district with flexible scheduling options.
What We Offer:
- Comprehensive benefits package (HMO, SSS, Pag-IBIG)
- Quarterly performance incentives and recognition programs
- Free professional certification courses
- Modern ergonomic workstations with wellness zones
- Regular team-building activities and social events
Responsibilities
- Handle complex customer inquiries with empathy and technical precision across multiple channels (voice, chat, email)
- Mentor junior agents on service excellence protocols and CRM utilization
- Identify process improvement opportunities and implement solutions
- Maintain 95%+ customer satisfaction scores while meeting SLA targets
- Collaborate with QA teams to enhance service quality frameworks
- Document detailed case notes and escalate critical issues appropriately
- Participate in cross-functional projects to optimize customer journeys
Qualifications
- Minimum 3 years in high-volume BPO/Customer Service environment
- Proven expertise in CRM platforms (Salesforce, Zendesk)
- Exceptional English fluency with neutral accent proficiency
- Advanced problem-solving skills for technical and non-technical issues
- Experience in quality assurance and performance monitoring
- Ability to thrive in shift-based operations (including graveyard shifts)
- Relevant bachelor's degree or professional certification preferred