Job Description
Join our award-winning BPO team and transform customer interactions into lasting relationships! At Apex Global Solutions, we're revolutionizing customer experience through cutting-edge technology and human-centric approaches. As a Senior Customer Experience Specialist, you'll be the voice of our global clients, delivering exceptional service that drives loyalty and business growth. Enjoy competitive compensation, comprehensive benefits, and a dynamic work culture that values innovation and professional development.
Responsibilities
- Handle inbound/outbound customer inquiries with empathy and efficiency across multiple channels (voice, chat, email)
- Resolve complex customer issues using CRM systems and proprietary tools while maintaining SLA standards
- Mentor junior agents on best practices and contribute to process improvement initiatives
- Analyze customer feedback patterns to identify trends and propose actionable solutions
- Collaborate with cross-functional teams to enhance service delivery and product knowledge
- Meet/exceed KPIs including CSAT, FCR, and AHT targets
Qualifications
- Minimum 3 years in high-volume BPO/Call Center environment with leadership exposure
- Expertise in omnichannel communication platforms (Genesys, Zendesk, Salesforce)
- Fluent English with neutral accent; proficiency in additional languages (Spanish/Mandarin) preferred
- Proven problem-solving skills with ability to de-escalate sensitive situations
- Strong analytical mindset with data interpretation capabilities
- Professional certifications in CX or customer service management advantageous
- Available for flexible shifts including weekends and holidays