Job Description
Are you a problem solver who thrives in a fast-paced, high-tech environment? Apex BPO Solutions is seeking a Senior Customer Experience Specialist to join our world-class support team in New York.
We are not just a call center; we are a hub of innovation dedicated to delivering exceptional value to our global clients. In this role, you will be the face of our brand, leveraging advanced CRM tools to resolve complex issues and ensure 100% customer satisfaction. If you are ready to take your career to the next level with a company that values growth, technology, and talent, we want to hear from you.
Responsibilities
- Manage High-Volume Inquiries: Handle a high volume of incoming calls and emails with a focus on quality and speed.
- Resolve Complex Issues: Diagnose and troubleshoot technical or service-related problems using our proprietary ticketing system.
- Customer Advocacy: Act as a champion for the customer, ensuring their needs are met and exceeding expectations where possible.
- Documentation: Maintain accurate, detailed records of all interactions and resolutions within the CRM database.
- Team Collaboration: Partner with product and technical teams to escalate feedback and contribute to continuous improvement.
Qualifications
- Experience: Minimum of 2-3 years of experience in a customer support or BPO setting.
- Communication: Exceptional verbal and written communication skills with a professional, empathetic tone.
- Technical Proficiency: Advanced proficiency in Microsoft Office Suite and CRM software (Salesforce, Zendesk, etc.).
- Education: Bachelor’s degree preferred or equivalent work experience.
- Soft Skills: Strong conflict resolution skills and the ability to remain calm under pressure.