Job Description
Join our award-winning BPO team at Apex Global Solutions, where we redefine customer excellence! We're seeking a dynamic Senior Customer Experience Specialist to drive satisfaction scores and mentor new team members. Enjoy competitive benefits, performance bonuses, and clear career progression paths. Our modern Makati office features collaborative workspaces, wellness programs, and flexible scheduling options. Be part of a company recognized as the 'Best Employer in Asia Pacific'!
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels
- Mentor and onboard new agents on SOPs and CRM systems
- Analyze performance metrics to identify improvement opportunities
- Collaborate with QA teams to enhance service quality
- Resolve escalated complaints with empathy and efficiency
- Contribute to process optimization initiatives
- Train peers on product knowledge and soft skills
Qualifications
- Minimum 2 years BPO/call center experience
- Fluency in English with neutral accent
- Proficiency in Zendesk/Salesforce CRM
- Strong conflict resolution and active listening skills
- Ability to work in rotating shifts (including nights)
- College degree or vocational certificate
- Basic data analysis capabilities
- Proven track record in quality score achievement