Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Apex Global Solutions. We're revolutionizing customer interactions through cutting-edge technology and personalized service. This role offers career advancement opportunities, competitive benefits, and a vibrant, collaborative environment. As a leader in the industry, we invest heavily in employee development and provide comprehensive training programs.
Our Makati headquarters features modern workspaces, recreational facilities, and a supportive culture that values work-life balance. You'll be part of a diverse team serving Fortune 500 clients across multiple industries.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat channels with exceptional problem-solving skills
- Maintain and exceed performance metrics including CSAT scores, AHT, and first-call resolution rates
- Collaborate with cross-functional teams to resolve escalated customer issues
- Utilize CRM systems and proprietary tools to document interactions and track customer journeys
- Train and mentor junior team members on best practices and company protocols
- Identify process improvement opportunities and contribute to workflow optimization
- Participate in regular quality assurance reviews and feedback sessions
Qualifications
- Minimum 2 years of experience in customer service or BPO environment
- Proficiency in English with excellent verbal and written communication skills
- Strong analytical abilities and aptitude for learning new technologies
- Proven track record of meeting or exceeding performance targets
- Ability to work flexible shifts including weekends and holidays
- Certification in conflict resolution or customer experience management preferred
- Basic knowledge of CRM platforms (Salesforce, Zendesk)
- College degree or equivalent vocational training