Job Description
Are you a passionate customer advocate looking to elevate your career in a dynamic, high-growth environment? Apex Global Solutions is seeking a Senior Customer Experience Specialist to join our world-class Business Process Outsourcing (BPO) division. We pride ourselves on delivering premium service to international clients, and we need an elite team member to lead the charge in client satisfaction and operational excellence.
Why Join Us?
We offer a competitive benefits package, including performance bonuses, comprehensive health coverage, and a clear pathway for career advancement within a multinational corporate structure.
Responsibilities
- Manage High-Volume Inquiries: Handle complex, high-stakes customer interactions via phone, email, and chat with a focus on first-call resolution and empathy.
- CRM Management: Utilize Salesforce and Zendesk to maintain accurate client records and track service tickets efficiently.
- Quality Assurance: Conduct self and peer audits to ensure adherence to company service standards and compliance protocols.
- Upselling & Support: Proactively identify cross-selling opportunities and provide technical troubleshooting for client products.
- Team Mentorship: Guide junior agents through escalations and provide feedback to foster a culture of continuous improvement.
- Reporting: Generate weekly performance reports highlighting key metrics such as CSAT (Customer Satisfaction Score) and Average Handling Time (AHT).
Qualifications
- Experience: Minimum of 3-5 years of experience in a high-volume BPO or customer support role, preferably in the FinTech or SaaS industry.
- Education: Bachelor’s degree in Business, Communications, or a related field is preferred.
- Languages: Fluent in English (Written and Verbal); proficiency in Mandarin is a strong advantage.
- Technical Skills: Proficient in MS Office Suite and CRM software (Salesforce, HubSpot).
- Soft Skills: Exceptional problem-solving abilities, resilience under pressure, and a customer-centric mindset.
- Availability: Willingness to work in a rotating shift schedule to cover 24/7 operations.