Job Description
Join our award-winning customer experience team at Apex Global Solutions, where we transform customer interactions into lasting relationships. As a Senior Customer Experience Specialist, you'll be the voice of our global clients, delivering exceptional service that drives loyalty and business growth. We offer a dynamic, tech-enabled environment with comprehensive training and career advancement opportunities. If you thrive in fast-paced settings and possess exceptional communication skills, this is your chance to excel in one of Southeast Asia's leading BPO operations.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex issues using CRM systems and escalate to specialists when needed
- Document interactions accurately in Salesforce and maintain quality metrics
- Mentor junior agents on best practices and new product knowledge
- Participate in continuous improvement initiatives to enhance service delivery
- Collaborate with cross-functional teams to address systemic customer concerns
- Meet/exceed KPIs including AHT, FCR, and CSAT targets
Qualifications
- 3+ years in high-volume BPO/call center environment
- Fluency in English with neutral accent; Filipino proficiency required
- Advanced proficiency in CRM platforms (Salesforce preferred)
- Proven problem-solving and conflict resolution skills
- Ability to multitask in fast-paced digital environments
- Experience with quality assurance processes and feedback implementation
- Flexible schedule availability including weekends/holidays
- Relevant degree or equivalent technical certification