Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Apex Global Solutions, we're revolutionizing customer service with cutting-edge technology and a people-first culture. We're seeking dynamic professionals to elevate our client's brand reputation through exceptional service delivery. Enjoy competitive compensation, comprehensive benefits, and clear career progression pathways in our state-of-the-art Makati facility.
Responsibilities
- Manage complex customer escalations with empathy and solution-oriented mindset
- Mentor junior agents on communication techniques and product knowledge
- Analyze customer interaction data to identify service improvement opportunities
- Collaborate with cross-functional teams to resolve systemic issues
- Maintain 95%+ customer satisfaction score through quality interactions
- Implement proactive retention strategies for high-value accounts
- Contribute to continuous improvement initiatives for service workflows
Qualifications
- Minimum 3 years BPO/call center experience with leadership exposure
- Fluency in English and Filipino with excellent articulation skills
- Proven track record in handling difficult customer situations
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong analytical skills with data-driven decision-making ability
- Flexible schedule availability including weekends/holidays
- Relevant certification in customer service management preferred