Job Description
Join our award-winning BPO leader as a Senior Customer Experience Specialist! At Apex BPO Solutions, we're revolutionizing customer service through technology and talent. We're seeking dynamic professionals to elevate our clients' satisfaction while building rewarding careers in a fast-paced, growth-oriented environment.
What we offer: Competitive salary, comprehensive health benefits, performance bonuses, career advancement tracks, and a vibrant, collaborative culture. Enjoy flexible scheduling, continuous training programs, and recognition for excellence.
Be part of a team that values innovation, empathy, and results. Apply today to transform your career in the heart of Manila's premier business district!
Responsibilities
- Deliver exceptional customer service across multiple channels (voice, chat, email) with 95%+ satisfaction scores
- Resolve complex customer issues efficiently using CRM tools and established escalation protocols
- Maintain detailed documentation of interactions and ensure data accuracy in Salesforce
- Collaborate with technical teams to resolve product/service challenges
- Mentor junior agents and contribute to process improvement initiatives
- Meet/exceed KPIs including AHT (Average Handle Time), FCR (First Contact Resolution), and CSAT
- Participate in monthly training sessions to enhance product knowledge and soft skills
Qualifications
- Minimum 2 years of experience in BPO/call center environment
- Fluency in English (written and spoken) with neutral accent
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Strong problem-solving skills with ability to handle high-pressure situations
- Excellent communication, empathy, and active listening abilities
- High school diploma; Bachelor's degree in Business/Communications preferred
- Willingness to work in rotating shifts (including nights/weekends)
- Certifications in customer service or technical support are advantageous