Job Description
Join our award-winning team at Apex Global Solutions and transform customer interactions into memorable experiences! We're seeking dynamic professionals to elevate our BPO operations in the heart of Manila. As a Senior Customer Experience Specialist, you'll drive satisfaction metrics while accelerating your career in a growth-oriented environment. Enjoy competitive compensation, comprehensive training, and clear pathways to leadership positions. Why join us? Industry-leading benefits, flexible scheduling options, and a culture that celebrates innovation and excellence. Apply today and become part of the future of customer service!
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with empathy and efficiency
- Exceed performance targets including CSAT, FCR, and AHT metrics
- Mentor junior agents and contribute to process improvement initiatives
- Utilize CRM systems to document interactions and identify upsell opportunities
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in quality assurance reviews and feedback sessions
- Stay updated on product knowledge and industry trends
Qualifications
- Minimum 2 years of experience in BPO/customer service environment
- Excellent command of English and Tagalog (written/spoken)
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office
- Strong problem-solving skills and emotional intelligence
- Ability to thrive in fast-paced, target-driven settings
- Certification in customer service or related field (preferred)
- Experience handling high-volume transactions or technical support