Job Description
Join Apex Global Solutions, a leader in premium BPO services, and elevate your career in customer experience excellence. We're seeking a dynamic Senior Customer Experience Specialist to deliver world-class support to Fortune 500 clients in the tech and finance sectors. Enjoy competitive compensation, comprehensive benefits, and a vibrant, growth-oriented work environment in our state-of-the-art Makati facility.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with exceptional problem-solving skills
- Maintain industry-leading CSAT scores (target: 95%+) while adhering to strict SLA protocols
- Coach junior agents on communication techniques and product knowledge
- Identify process improvement opportunities and contribute to workflow optimizations
- Utilize CRM systems (Salesforce) to document interactions and track resolution metrics
- Collaborate with technical teams to resolve escalated issues efficiently
- Participate in monthly performance reviews and skill development workshops
Qualifications
- Minimum 3 years of experience in high-volume contact center environments
- Proficiency in English with neutral accent and exceptional communication skills
- Strong analytical abilities to troubleshoot technical and procedural issues
- Certification in conflict resolution or customer experience management preferred
- Advanced proficiency with CRM platforms and Microsoft Office Suite
- Demonstrated ability to work under pressure while maintaining service quality
- Experience in coaching/mentoring junior team members
- Bachelor's degree in Business, Communications, or related field