Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into memorable experiences. We're seeking a dynamic Senior Customer Experience Specialist to lead our elite support team in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in one of Asia's fastest-growing BPO sectors. Your expertise will directly shape our client's customer satisfaction benchmarks while fostering a culture of excellence.
Responsibilities
- Lead complex customer issue resolution for high-value accounts
- Mentor and coach junior agents on communication techniques and product knowledge
- Develop and implement quality improvement initiatives for client accounts
- Analyze customer feedback trends to identify service enhancement opportunities
- Collaborate with cross-functional teams to resolve systemic issues
- Conduct regular performance reviews and training sessions
- Maintain 98%+ customer satisfaction score through personalized solutions
Qualifications
- 3+ years of BPO/call center experience with leadership exposure
- Fluent in English with exceptional verbal and written communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and analytics tools
- Proven track record in meeting/exceeding performance metrics
- Strong problem-solving abilities with conflict resolution expertise
- Relevant bachelor's degree or equivalent professional certification
- Ability to work flexible shifts including weekends/holidays