Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions! We're seeking dynamic professionals to elevate client satisfaction through exceptional service delivery. As a key player in our Manila operations, you'll drive process improvements while mentoring junior agents. Enjoy competitive compensation, comprehensive benefits, and rapid career advancement in a cutting-edge environment powered by AI-assisted tools.
Responsibilities
- Handle complex customer escalations with empathy and resolution-focused solutions
- Mentor and coach 5-7 junior agents on service excellence and compliance standards
- Analyze call metrics to identify process optimization opportunities
- Collaborate with product teams to provide customer feedback for service improvements
- Implement quality assurance protocols and conduct peer reviews
- Manage VIP client relationships with personalized service strategies
- Utilize CRM and AI-assisted tools for efficient case resolution
Qualifications
- Minimum 3 years BPO/call center experience with 1+ years in leadership role
- Fluent English proficiency with neutral accent and clear diction
- Proven track record in exceeding CSAT and FCR targets
- Advanced knowledge of CRM platforms (Salesforce/Zendesk)
- Strong analytical skills with data-driven decision making ability
- Ability to work night shifts and rotating schedules
- College degree in Business, Communications, or related field preferred