Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and transform how businesses interact with their clients. We're a premier BPO partner delivering exceptional service to Fortune 500 companies worldwide. This role offers career growth, competitive compensation, and a dynamic work environment in our state-of-the-art Makati facility. You'll be part of a team recognized for innovation and employee development.
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email)
- Mentor junior agents and improve team performance metrics
- Identify process improvement opportunities and implement solutions
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain 95% customer satisfaction score and SLA compliance
- Analyze customer feedback trends and provide actionable insights
- Train on new products/services and technology platforms
Qualifications
- 3+ years in BPO/call center environment with leadership exposure
- Fluent in English with neutral accent
- Advanced CRM and ticketing system proficiency (Salesforce preferred)
- Strong problem-solving and conflict resolution abilities
- Willingness to work on flexible schedules (including weekends)
- College degree or equivalent professional certification
- Experience in quality assurance and performance coaching