Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into lasting relationships. As a Senior Customer Experience Specialist, you'll be the voice of industry-leading brands, delivering exceptional support through multiple channels. We offer comprehensive training, career advancement paths, and a vibrant workplace culture that celebrates innovation and collaboration.
What We Offer:
- Competitive salary with quarterly performance bonuses
- Health insurance and retirement plan contributions
- Professional development certifications
- Hybrid work flexibility after training period
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat
- Resolve complex issues with empathy and technical proficiency
- Maintain detailed case documentation in CRM systems
- Collaborate with technical teams for escalations
- Contribute to process improvement initiatives
- Mentor junior agents on best practices
- Meet/exceed KPIs for quality and efficiency
Qualifications
- Minimum 2 years BPO/customer service experience
- Fluent English with neutral accent
- Proficiency in CRM software (Salesforce preferred)
- Strong problem-solving and conflict resolution skills
- Ability to work flexible shifts including weekends
- College degree or relevant vocational certification
- Experience in healthcare or fintech industries preferred
- Typing speed of 40+ WPM