Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist where your communication skills directly impact global brands. We offer a dynamic environment with career advancement opportunities, comprehensive training, and a culture that values your professional growth. Enjoy competitive benefits including health insurance, performance bonuses, and monthly team-building activities.
At Apex Global Solutions, we believe in empowering our employees to deliver exceptional service through cutting-edge technology and continuous skill development. Our Manila-based operations serve Fortune 500 clients across Asia-Pacific, Europe, and North America.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Mentor junior agents and conduct quality assurance reviews
- Implement process improvements using CRM systems (Salesforce)
- Collaborate with cross-functional teams to resolve escalated issues
- Generate detailed performance reports and actionable insights
- Train on new product launches and service protocols
- Adhere to strict SLA metrics and compliance standards
Qualifications
- 3+ years in BPO/call center environment with leadership exposure
- Fluent English with neutral accent and clear articulation
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Strong problem-solving skills with conflict resolution expertise
- Ability to work night shifts (US/UK timezone coverage)
- College degree in Business, Communications, or related field
- Certification in customer service management preferred
- Experience handling high-volume escalations