Job Description
Join Apex Global Solutions as a Senior Customer Experience Specialist and become the voice of excellence for our Fortune 500 clients. We're seeking dynamic professionals to elevate customer satisfaction in our award-winning BPO environment. Enjoy comprehensive training, career advancement pathways, and a vibrant team culture where your impact drives real business results.
Our state-of-the-art Makati facility offers ergonomic workspaces, wellness programs, and performance-based incentives. Benefit from our industry-leading healthcare package and quarterly team-building events.
Perfect for career-driven individuals seeking stability with growth opportunities in the thriving Philippine BPO sector.
Responsibilities
- Deliver exceptional customer service via multi-channel platforms (voice, chat, email) with 95%+ satisfaction metrics
- Resolve complex client inquiries using CRM systems and knowledge databases
- Maintain detailed call documentation and quality assurance compliance
- Collaborate with cross-functional teams to improve service processes
- Train and mentor junior agents on best practices and performance standards
- Analyze customer feedback trends to propose service enhancements
- Meet/exceed monthly KPIs including AHT, FCR, and CSAT targets
Qualifications
- Minimum 2 years BPO/call center experience in customer-facing roles
- Fluent English communication with neutral accent and clear diction
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving skills with ability to de-escalate situations
- Flexible schedule availability including weekends and holidays
- College degree preferred or equivalent professional certification
- Typing speed of 40+ WPM with high accuracy
- Knowledge of e-commerce or telecommunications industries preferred