Job Description
Join Apex Global Solutions, a premier BPO leader revolutionizing customer engagement across Asia. We're seeking dynamic Senior Customer Experience Specialists to drive exceptional service delivery in our high-impact Manila operations. Enjoy competitive compensation, industry-leading training, and accelerated career growth in a vibrant, award-winning workplace.
Our specialists handle 80+ customer interactions daily across Fortune 500 clients, with performance-based bonuses and comprehensive benefits including health insurance, paid certifications, and quarterly team-building retreats. This role is ideal for ambitious professionals seeking to elevate their career in customer excellence.
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email) with 98% resolution rate
- Mentor junior agents on CRM systems (Salesforce, Zendesk) and best practices
- Analyze customer feedback trends to identify service improvement opportunities
- Collaborate with QA teams to refine SOPs and reduce average handle time
- Implement upselling strategies for premium service packages
- Lead weekly performance reviews and action planning sessions
- Support disaster recovery protocols during peak seasons
Qualifications
- 3+ years in BPO/Customer Service with leadership experience
- Expertise in multi-channel support platforms and CRM systems
- Fluent in English with neutral accent; Tagalog proficiency required
- Proven ability to achieve 95%+ CSAT scores
- Strong analytical skills with data-driven decision making
- Microsoft Office Suite (Advanced Excel, PowerPoint)
- Industry certifications (e.g., CCXP, CRM) preferred
- Willingness to work on flexible shifts (including weekends)