Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Services. We're revolutionizing customer support through cutting-edge technology and world-class training. Enjoy comprehensive benefits, career advancement pathways, and a vibrant, inclusive workplace culture. Our Makati City hub offers state-of-the-art facilities and flexible work arrangements. Be part of a global leader transforming how businesses connect with their customers.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and precision
- Mentor junior agents on best practices and performance optimization
- Analyze customer feedback to identify process improvement opportunities
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain 98%+ customer satisfaction score through personalized solutions
- Document case histories and contribute to knowledge base development
- Participate in quarterly innovation sprints for service enhancement
Qualifications
- 3+ years of high-volume call center experience in BPO environment
- Fluent in English with exceptional verbal/written communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Certificate in Customer Service Management or related field preferred
- Demonstrated ability to thrive in KPI-driven environments
- Strong problem-solving skills with data-driven approach
- Experience handling VIP accounts and sensitive situations
- Willingness to work on flexible shifts including weekends