Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions! We're seeking passionate professionals to deliver exceptional service while driving operational excellence. Enjoy competitive compensation, comprehensive benefits, and clear career progression in our state-of-the-art Makati facility.
What We Offer:
- Industry-leading compensation package
- Comprehensive health & wellness benefits
- Performance-based quarterly bonuses
- Professional development certifications
- Modern work environment with flexible scheduling
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Maintain 95%+ customer satisfaction score through personalized solutions
- Coach junior agents on best practices and quality standards
- Identify process improvement opportunities through data analysis
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain accurate documentation in CRM systems
- Contribute to team performance metrics (AHT, FCR, CSAT)
Qualifications
- 3+ years in high-volume call center/BPO environment
- Fluent English with exceptional communication skills
- Advanced proficiency in Zendesk/Salesforce CRM platforms
- Experience handling customer escalations and conflict resolution
- Strong analytical skills with data interpretation ability
- Certification in customer service management preferred
- Ability to work flexible shifts including weekends
- Proven leadership experience in team settings