Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into lasting loyalty. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in the fast-paced telecommunications sector. As a key player in our Manila operations, you'll leverage advanced CRM tools and AI-driven analytics to resolve complex inquiries while building genuine customer relationships. Enjoy competitive compensation, comprehensive health benefits, and accelerated career growth in a supportive, multicultural environment.
Responsibilities
- Manage high-volume inbound/outbound calls for premium telecom clients with 95%+ resolution rate
- Utilize Salesforce and Zendesk platforms to document interactions and maintain 100% data accuracy
- Lead escalations for VIP customers implementing tailored solutions within SLA frameworks
- Mentor junior agents through peer coaching sessions and knowledge base contributions
- Analyze call trends to identify process improvements and customer pain points
- Adhere to PCI-DSS compliance protocols during payment processing interactions
- Collaborate with QA teams to achieve 90%+ CSAT scores in monthly evaluations
Qualifications
- Minimum 3 years call center/BPO experience with telecom or fintech vertical
- Advanced English fluency with neutral accent and nuanced communication skills
- Proficiency in Salesforce, Zendesk, and Avaya systems with certification preferred
- Proven track record in conflict resolution and de-escalation techniques
- Ability to maintain composure under pressure during peak call volume periods
- Strong analytical skills with data interpretation experience for performance metrics
- Willingness to work flexible shifts including weekends and holidays
- College degree in Business, Communications, or related field preferred