Job Description
Join Nexus Global Solutions, an award-winning BPO leader revolutionizing customer engagement across Asia-Pacific. We're seeking dynamic Senior Customer Experience Specialists to drive exceptional service delivery in our Manila flagship center. Enjoy industry-leading training, performance bonuses, and career advancement pathways in a tech-enabled environment.
Our Makati facility features state-of-the-art workstations, wellness zones, and collaborative spaces designed for peak productivity. As a key member of our CX team, you'll shape how millions of customers interact with global brands through voice, chat, and email channels.
Responsibilities
- Manage complex customer inquiries across multiple communication channels with empathy and efficiency
- Maintain 95%+ CSAT scores while meeting/exceeding KPIs for resolution time and first-contact resolution
- Document interactions using Salesforce CRM with 99% accuracy for continuous improvement
- Collaborate with technical teams to resolve escalated issues within SLA timelines
- Mentor junior agents on product knowledge and service excellence standards
- Analyze customer feedback trends to identify process improvement opportunities
Qualifications
- Minimum 2 years BPO/customer service experience with Tier 1 support background
- Exceptional English fluency with neutral accent and clear communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office suite
- Ability to multitask in high-volume, fast-paced environments
- Strong problem-solving skills with data-driven approach
- Relevant bachelor's degree or equivalent professional certification
- Willingness to work on rotational shifts (including weekends)