Job Description
Join our award-winning BPO team at ApexConnect Solutions and become the voice of innovation for Fortune 500 clients. We're seeking dynamic Senior Customer Success Specialists to transform customer interactions into loyalty-building experiences in our state-of-the-art Makati facility. Enjoy competitive compensation, industry-leading benefits, and clear career progression paths.
As a key member of our CX Excellence team, you'll leverage cutting-edge CRM platforms and AI-powered tools to deliver personalized support. Our hybrid work model combines in-office collaboration with remote flexibility, ensuring work-life balance while maintaining high service standards. We invest heavily in your growth through continuous upskilling programs and certifications.
Responsibilities
- Manage complex customer accounts and resolve escalated issues with empathy and efficiency
- Proactively identify upsell opportunities through consultative needs assessment
- Maintain 95%+ customer satisfaction scores and SLA adherence metrics
- Train junior agents on product knowledge and communication best practices
- Analyze customer feedback trends to improve service quality protocols
- Collaborate with product teams to implement service enhancement initiatives
- Utilize Salesforce and Zendesk platforms for CRM management
Qualifications
- Minimum 3 years in BPO/CX environment with leadership exposure
- Fluent English with neutral accent and advanced communication skills
- Proficiency in CRM tools (Salesforce, Zendesk) and MS Office Suite
- Certification in Customer Relationship Management (CRM) preferred
- Strong analytical skills with data-driven decision-making ability
- Experience in healthcare or SaaS industries highly valued
- Ability to work in rotating shifts including overnight coverage
- Proven track record of exceeding performance targets