Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into loyalty. We're seeking a Senior Customer Experience Specialist to lead our high-impact support operations in the dynamic heart of Manila. Enjoy competitive compensation, comprehensive benefits, and a clear path to career advancement in one of the fastest-growing industries in the Philippines.
Our culture thrives on innovation and employee growth, with regular training programs, performance bonuses, and a modern, collaborative workspace. Be part of a company that values your professional development and recognizes your contributions.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with exceptional problem-solving skills
- Mentor junior agents on best practices and performance standards
- Analyze customer feedback to identify process improvement opportunities
- Maintain 95%+ customer satisfaction and first-contact resolution metrics
- Collaborate with cross-functional teams to enhance service delivery
- Document detailed case notes and maintain accurate CRM records
- Participate in quality assurance reviews and coaching sessions
Qualifications
- Minimum 2 years of experience in BPO/call center environment
- Proven track record in customer retention and conflict resolution
- Advanced proficiency in CRM systems (e.g., Salesforce, Zendesk)
- Fluent in English with excellent verbal and written communication
- Strong analytical skills with attention to detail
- Certification in customer service management is a plus
- Ability to work flexible shifts including weekends