Job Description
Join our award-winning BPO leader at the forefront of customer innovation! As a Senior Customer Experience Specialist at Apex Global Solutions, you'll elevate service excellence for Fortune 500 clients in the tech and finance sectors. We offer competitive compensation, comprehensive benefits, and clear pathways to leadership roles. Our state-of-the-art Makati facility features ergonomic workstations, wellness zones, and career development programs. Be part of a culture that celebrates achievement and invests in your growth.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rates
- Mentor junior agents through performance coaching and knowledge sharing sessions
- Implement process improvements using CRM tools to reduce average handle time by 15%
- Analyze customer feedback trends to drive service quality enhancements
- Collaborate with QA teams to develop training materials and best practices
- Escalate high-impact issues with root cause analysis recommendations
Qualifications
- 3+ years in high-volume BPO/CX environment with tech/finance exposure
- Advanced proficiency in Salesforce, Zendesk, or enterprise CRM platforms
- Fluent English with neutral accent and superior communication skills
- Proven ability to manage escalations with emotional intelligence
- Certification in Six Sigma Green Belt or equivalent process improvement
- Demonstrated leadership in cross-functional projects
- Typing speed: 50+ WPM with 98% accuracy