Job Description
Join Apex Global Solutions' award-winning team and transform customer interactions into memorable experiences! We're seeking dynamic professionals to lead our next-generation customer support operations in the heart of Manila's vibrant BPO district. As a Senior Customer Experience Specialist, you'll be the voice of our global clients, delivering exceptional service while driving innovation in our digital-first contact center environment. Enjoy competitive compensation, comprehensive benefits, and a clear career path in one of Southeast Asia's fastest-growing industries.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with exceptional professionalism
- Mentor junior agents on best practices and performance optimization techniques
- Analyze customer feedback to identify process improvement opportunities
- Collaborate with product teams to escalate technical issues and enhance service quality
- Maintain 95%+ customer satisfaction score while meeting productivity targets
- Participate in cross-functional projects to implement new CRM systems
- Generate monthly performance reports with actionable insights for leadership
Qualifications
- Minimum 3 years in customer service or BPO environment with leadership exposure
- Fluent English proficiency with neutral accent (written and verbal)
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and MS Office suite
- Certification in conflict resolution or customer experience management preferred
- Proven ability to handle high-pressure situations with emotional intelligence
- Demonstrated experience training and coaching team members
- Strong analytical skills with attention to detail and problem-solving mindset