Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions! We're seeking dynamic professionals to elevate our client's service standards while building rewarding careers in the heart of Manila's business district. Enjoy competitive compensation, comprehensive benefits, and a vibrant culture that celebrates excellence and growth.
Responsibilities
- Deliver exceptional customer service across multiple channels (voice, chat, email)
- Resolve complex customer issues with empathy and efficiency
- Maintain detailed case documentation in CRM systems
- Coach junior agents on best practices and quality standards
- Analyze performance metrics to identify improvement opportunities
- Collaborate with cross-functional teams to enhance service delivery
- Participate in continuous training programs to stay updated on products
Qualifications
- 3+ years of experience in high-volume call center/BPO environments
- Proven track record of meeting/exceeding performance metrics
- Fluency in English and Tagalog with excellent communication skills
- Proficiency in CRM software and ticketing systems
- Strong problem-solving abilities with attention to detail
- Ability to work flexible schedules including weekends/holidays
- Relevant certification in customer service or business process management
- Experience in quality assurance or coaching roles preferred