Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions. We're revolutionizing customer service through innovative technology and world-class training. This role offers competitive compensation, career advancement pathways, and a dynamic work environment in the heart of Manila's business district.
As a key member of our client's premium support team, you'll handle complex customer inquiries across multiple channels while driving satisfaction metrics. We provide comprehensive training, performance bonuses, and opportunities for international career growth.
Responsibilities
- Manage high-volume customer interactions via phone, email, and chat for Fortune 500 clients
- Resolve escalated issues with empathy and efficiency while maintaining SLA targets
- Utilize CRM systems to document interactions and track resolution metrics
- Collaborate with technical teams to resolve complex product/service issues
- Contribute to process improvement initiatives through feedback analysis
- Mentor junior team members on best practices and compliance standards
- Participate in quarterly performance reviews and skill development programs
Qualifications
- Minimum 2 years in customer service or call center environment
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Fluent in English with exceptional communication and active listening skills
- Strong problem-solving abilities with multitasking capabilities
- Ability to work in rotating shifts including weekends
- College degree preferred (Business, Communications, or related field)
- Experience handling premium customer segments (VIP, enterprise clients)