Job Description
Join our award-winning BPO leader as a Senior Customer Experience Specialist! At Apex BPO Solutions, we're revolutionizing customer service through innovative technology and world-class training. This full-time role offers competitive compensation, comprehensive benefits, and clear career progression pathways. You'll be part of a dynamic team dedicated to delivering exceptional service to Fortune 500 clients while developing advanced communication and problem-solving skills. We provide continuous upskilling programs, performance-based bonuses, and a supportive work environment that values employee growth and well-being.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Resolve escalated issues with minimal supervision while maintaining service excellence standards
- Train and mentor junior team members on best practices and company protocols
- Analyze customer feedback to identify improvement opportunities and implement solutions
- Collaborate with cross-functional teams to enhance service delivery systems
- Maintain detailed documentation of interactions and resolutions in CRM systems
- Meet or exceed key performance indicators (KPIs) including CSAT, FCR, and AHT
Qualifications
- Minimum 3 years of experience in high-volume BPO or customer service environments
- Proven ability to de-escalate complex situations with difficult customers
- Advanced proficiency in CRM platforms (Salesforce, Zendesk preferred)
- Exceptional written and verbal communication skills in English and Filipino
- Strong analytical skills with data-driven problem-solving approach
- Ability to work flexible schedules including nights and weekends
- Professional certification in customer service or related field preferred
- Experience with quality assurance processes and performance coaching