Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions! We're revolutionizing customer service through cutting-edge technology and personalized support. As a key member of our Manila-based team, you'll deliver exceptional service to Fortune 500 clients while advancing your career in a dynamic, growth-oriented environment.
We offer comprehensive benefits, performance bonuses, and career progression pathways. Our modern Makati office features collaborative workspaces, wellness programs, and monthly team-building activities.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with 95%+ resolution rate
- Utilize CRM tools to document interactions and identify process improvement opportunities
- Mentor junior agents on best practices and company protocols
- Analyze customer feedback trends to enhance service quality
- Collaborate with technical teams to resolve escalated technical issues
- Participate in weekly performance reviews and skill development workshops
Qualifications
- 3+ years of BPO/call center experience with proven track record
- Exceptional English proficiency (written and spoken)
- Advanced proficiency in Zendesk, Salesforce, or similar CRM platforms
- Strong problem-solving skills with ability to handle high-pressure situations
- Certificate in Customer Service Management or equivalent training
- Typing speed of 40+ WPM with 95% accuracy
- Experience in handling international client accounts