Job Description
Join our award-winning customer experience team at ApexBPO Solutions, where we transform customer interactions into lasting relationships. We're seeking a passionate Senior Customer Experience Specialist to elevate our service standards in the dynamic BPO industry. Enjoy competitive compensation, comprehensive benefits, and a vibrant work culture that values growth and innovation.
Responsibilities
- Handle complex customer inquiries across multiple channels (phone, email, chat) with exceptional problem-solving skills
- Mentor junior agents on best practices and service protocols
- Identify process improvement opportunities and implement data-driven solutions
- Maintain detailed customer records and ensure SLA compliance
- Collaborate with cross-functional teams to resolve escalated issues
- Contribute to team performance metrics and quality assurance initiatives
Qualifications
- Minimum 3 years of BPO/call center experience in senior-level roles
- Proven track record in customer relationship management and conflict resolution
- Fluency in English with exceptional communication and active listening skills
- Proficiency in CRM software (Salesforce preferred) and MS Office Suite
- Strong analytical abilities with data interpretation experience
- Certification in customer service or related field (e.g., CCXP) is advantageous
- Ability to work in rotating shifts including weekends