Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Apex Global Solutions, we empower professionals to deliver exceptional service in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and clear career advancement paths. We're seeking passionate individuals who thrive in fast-paced settings and want to make a real impact on customer satisfaction.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with empathy and efficiency
- Maintain 95%+ customer satisfaction score through personalized solutions
- Collaborate with cross-functional teams to resolve escalated issues
- Document interactions and provide actionable insights for process improvement
- Mentor junior agents on best practices and compliance standards
- Meet/exceed productivity targets while maintaining service quality
- Participate in continuous training programs to enhance technical and soft skills
Qualifications
- Minimum 2 years BPO/Customer Service experience in voice support
- Fluent in English with neutral accent and clear articulation
- Proficient in CRM platforms (Salesforce preferred) and MS Office Suite
- Strong problem-solving abilities and emotional intelligence
- Ability to multitask in high-pressure situations
- College graduate or equivalent vocational certification
- Available for rotational shifts including weekends
- Philippine citizenship with valid NBI clearance