Job Description
Are you a people person with a knack for solving problems?
We are looking for a dynamic Senior Customer Experience Specialist to join our elite BPO team at Apex Global Solutions. In this role, you will serve as the face of our brand, ensuring our clients receive world-class support while representing the best of Filipino service excellence.
If you thrive in a fast-paced environment and want to advance your career in a global industry, we want to hear from you.
Responsibilities
- Manage High-Volume Inquiries: Handle a diverse range of customer interactions via phone, email, and live chat with professionalism and speed.
- Resolve Complex Issues: Diagnose and troubleshoot customer problems using a logical, empathetic approach to ensure satisfaction.
- CRM Management: Utilize Salesforce and Zendesk to accurately log interactions, update customer records, and track case status.
- Process Improvement: Identify recurring issues and provide actionable feedback to management to enhance our service protocols.
- Upsell & Cross-sell: Proactively identify opportunities to offer value-added services to existing clients.
- Team Collaboration: Work closely with Quality Assurance and Team Leads to maintain high performance standards.
Qualifications
- Experience: Minimum 2 years of experience in a BPO or Customer Service environment.
- Communication: Excellent command of the English language (written and verbal) with a neutral accent.
- Tech-Savvy: Proficiency in MS Office and CRM software (experience with Salesforce is a plus).
- Soft Skills: Strong problem-solving skills, patience, and the ability to remain calm under pressure.
- Education: Bachelor's degree or equivalent work experience.