Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions. We're revolutionizing client interactions through cutting-edge technology and human-centric service. This role offers career growth, comprehensive benefits, and the opportunity to impact millions of customer journeys daily.
What We Offer:
• Competitive compensation with performance bonuses
• Industry-leading healthcare and retirement plans
• Paid upskilling certifications
• Flexible hybrid work arrangements
• Monthly team-building activities and recognition programs
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email)
- Mentor junior agents on communication techniques and problem-solving frameworks
- Implement quality improvement initiatives based on performance analytics
- Collaborate with product teams to enhance customer experience workflows
- Document and escalate systemic issues for resolution
- Train on new CRM tools and compliance protocols
- Maintain 95%+ customer satisfaction score
Qualifications
- 3+ years in customer service/technical support roles
- Proven conflict resolution and de-escalation expertise
- Advanced proficiency in Zendesk/Salesforce platforms
- Willingness to work on rotating shifts (including nights/weekends)
- Fluent in English with neutral accent
- College degree or relevant certification preferred
- Experience in BPO/telecom industry advantageous
- Typing speed minimum 45 WPM