Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into memorable experiences! We're seeking dynamic Senior Customer Experience Specialists to drive excellence in our fast-paced contact center environment. Enjoy competitive compensation, comprehensive benefits, and clear career advancement paths in the heart of Manila's business district.
What We Offer:
- Industry-leading compensation package
- Performance-based quarterly bonuses
- Free health & dental insurance
- Professional development stipend
- Modern ergonomic workstations
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95% resolution rate
- Lead escalation protocols for high-priority complaints and VIP accounts
- Mentor new agents on product knowledge and service standards
- Monitor call quality and provide constructive feedback to team members
- Analyze customer feedback trends to identify service improvement opportunities
- Collaborate with cross-functional teams to resolve systemic issues
- Maintain accurate documentation in CRM systems with 100% compliance
Qualifications
- Minimum 3 years BPO/call center experience with leadership exposure
- Exceptional communication skills in English and Tagalog
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Strong analytical problem-solving abilities
- Proven track record in conflict resolution and de-escalation
- Ability to work flexible shifts including weekends
- Relevant certification in customer service management (preferred)
- Passion for continuous learning and process optimization