Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions. We're revolutionizing client interactions through innovative digital solutions and personalized support. You'll be part of a dynamic environment where your expertise directly impacts customer satisfaction metrics and drives business growth. Enjoy comprehensive training, career advancement pathways, and a culture that celebrates innovation and excellence.
Responsibilities
- Handle complex customer inquiries across multiple communication channels (voice, chat, email)
- Maintain 95%+ customer satisfaction rate through empathetic problem resolution
- Utilize CRM systems to document interactions and track resolution progress
- Collaborate with technical teams to resolve escalated service issues
- Train junior specialists on best practices and product knowledge
- Analyze customer feedback trends to identify service improvement opportunities
- Meet/exceed monthly performance targets (FCR, AHT, CSAT)
Qualifications
- 3+ years in customer service or BPO environment
- Proficiency in English (written/spoken) with neutral accent
- Advanced knowledge of CRM platforms (Salesforce preferred)
- Certificate in conflict resolution or customer psychology
- Typing speed minimum 40 WPM with 98% accuracy
- Experience handling high-volume international clientele
- Proven track record of exceeding KPIs
- Ability to work flexible shifts including weekends