Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions. We're seeking dynamic professionals to elevate client satisfaction through exceptional service delivery. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in a supportive environment.
As a key player in our Manila operations, you'll represent Fortune 500 clients across multiple industries. We provide industry-leading training, flexible scheduling options, and performance-based incentives.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels
- Resolve escalated issues with empathy and efficiency
- Maintain 98%+ customer satisfaction metrics
- Document interactions accurately in Salesforce CRM
- Collaborate with technical teams to resolve system-related concerns
- Coach junior agents on best practices
- Analyze customer feedback to identify service improvement opportunities
Qualifications
- 3+ years in high-volume BPO/call center environment
- Fluent in English with neutral accent
- Proficient in CRM platforms (Salesforce preferred)
- Strong conflict resolution skills
- Willingness to work on rotating shifts
- College degree or equivalent experience
- Typing speed of 40+ WPM