Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into exceptional experiences. As a Senior Customer Experience Specialist, you'll be the voice of our premium clients, delivering world-class support through multiple channels. We invest in your growth with continuous training, clear career paths, and a vibrant, inclusive workplace culture. If you thrive in dynamic environments and possess exceptional communication skills, this is your opportunity to excel in a fast-paced, rewarding role.
Responsibilities
- Handle inbound/outbound customer inquiries via voice, chat, and email with empathy and efficiency
- Resolve complex customer issues using CRM systems and escalation protocols
- Maintain 95%+ quality scores in performance evaluations and call monitoring
- Collaborate with cross-functional teams to improve service delivery processes
- Document interactions accurately in Salesforce and provide actionable feedback
- Mentor junior team members on best practices and company policies
- Participate in weekly coaching sessions and performance improvement plans
Qualifications
- Minimum 2 years in BPO/call center environment with proven track record
- Fluency in English and Tagalog with neutral accent
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Strong problem-solving abilities and conflict resolution skills
- Ability to work flexible schedules including weekends and holidays
- High school diploma or equivalent; college degree preferred
- Willingness to complete certification in customer service excellence