Job Description
Join our award-winning team at Apex Global Solutions, a leader in BPO excellence. We're seeking passionate Senior Customer Experience Specialists to elevate our service standards in the dynamic Philippine market. Enjoy competitive compensation, comprehensive benefits, and a vibrant work culture that values growth and innovation. Be part of a company recognized for employee satisfaction and operational excellence.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with exceptional problem-solving skills
- Mentor junior agents and share best practices to enhance team performance
- Identify process improvement opportunities and contribute to service enhancement initiatives
- Maintain detailed customer records in CRM systems with 99% accuracy
- Exceed monthly KPIs including CSAT (≥95%), FCR (≥85%), and AHT (≤180s)
- Collaborate with cross-functional teams to resolve escalated customer issues
- Participate in continuous training programs to maintain industry knowledge
Qualifications
- Minimum 2 years in high-volume call center/BPO environment
- Proven track record exceeding customer satisfaction metrics
- Fluency in English and Tagalog with exceptional communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office
- Ability to work flexible shifts including weekends and holidays
- Strong analytical skills for data-driven decision making
- Relevant certification in customer service management is preferred
- Must pass background check and pre-employment assessments