Job Description
Join our award-winning customer experience team at Nexa Solutions, where innovation meets empathy. We're seeking a Senior Customer Experience Specialist to transform how we connect with our global clients. This role is your chance to shape our service culture while advancing your career in a dynamic, tech-forward environment. Enjoy comprehensive benefits, flexible work arrangements, and the opportunity to impact millions of lives.
Responsibilities
- Lead complex customer issue resolution with 95% first-contact resolution rate
- Mentor junior specialists through performance coaching and knowledge sharing
- Analyze service data to identify process improvement opportunities
- Collaborate with Product teams to escalate customer insights for feature enhancements
- Develop personalized service recovery plans for high-impact clients
- Implement new CRM tools to optimize service workflows
- Represent the company at industry conferences and webinars
Qualifications
- 5+ years in customer service with 2+ years in leadership/mentorship roles
- Proven expertise in CRM systems (Salesforce, Zendesk) and analytics platforms
- Exceptional emotional intelligence with conflict resolution certification preferred
- Experience with multi-channel support (voice, chat, email, social)
- Fluency in Spanish or Mandarin required
- Data analysis skills with proficiency in SQL or similar tools
- Bachelor's degree in Business, Communications, or related field
- Customer Service Certification (CSCP) or equivalent