Job Description
Join our award-winning BPO team and transform customer interactions into memorable experiences. At Apex Global Solutions, we empower professionals to excel in dynamic environments where every conversation matters. We're seeking a dedicated Senior Customer Experience Specialist to lead high-impact engagements for Fortune 500 clients. Enjoy competitive compensation, comprehensive benefits, and clear career progression pathways in our state-of-the-art Makati facility.
Responsibilities
- Manage complex customer inquiries via omnichannel platforms (voice, email, chat)
- Resolve escalated issues with empathy and technical precision
- Maintain 98%+ customer satisfaction scores through proactive solutions
- Mentor junior agents on service excellence protocols
- Analyze performance data to optimize customer journey workflows
- Collaborate with product teams to implement feedback-driven improvements
Qualifications
- 3+ years in high-volume call center/BPO environment
- Expertise in CRM systems (Salesforce, Zendesk preferred)
- Fluent English communication with neutral accent
- Proven ability to handle emotional/de-escalation scenarios
- Advanced problem-solving with analytical mindset
- Willingness to work on flexible shifts including weekends
- College degree in Business/Communications or equivalent experience