Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions. We're revolutionizing customer engagement through cutting-edge technology and personalized service. This role offers exceptional career growth in a dynamic, multicultural environment with comprehensive benefits and industry-leading training.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email with empathy and efficiency
- Mentor junior agents and improve team performance through quality coaching
- Analyze customer feedback to identify service gaps and implement solutions
- Utilize CRM tools to document interactions and maintain accurate records
- Collaborate with cross-functional teams to resolve escalated issues
- Contribute to process optimization initiatives for enhanced customer satisfaction
Qualifications
- Minimum 3 years of experience in high-volume BPO or call center environments
- Proven ability to resolve complex customer issues independently
- Exceptional communication skills in English and Tagalog
- Proficient in CRM platforms (Salesforce preferred)
- Strong analytical and problem-solving abilities
- Leadership experience in team training and coaching
- Willingness to work on flexible shifts including weekends