Job Description
Join Nexus Global Solutions, a premier BPO leader revolutionizing customer engagement across Asia-Pacific. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in high-value client accounts. This hybrid role combines remote flexibility with collaborative team sessions in our state-of-the-art Makati facility. Enjoy comprehensive training, career progression pathways, and industry-leading benefits including health coverage and performance bonuses.
Our team thrives on innovation and impact – you'll be instrumental in driving our 98% customer satisfaction benchmark while developing leadership skills through mentorship programs. We foster a culture of recognition where top performers accelerate into management roles within 18 months.
Responsibilities
- Manage complex client interactions across premium accounts (e.g., financial services, SaaS, healthcare)
- Deliver personalized solutions with 95% first-contact resolution rate
- Mentor junior specialists through peer coaching sessions
- Analyze customer feedback to implement service improvements
- Collaborate with cross-functional teams to resolve escalations
- Maintain 99% compliance with SLA and quality standards
- Contribute to process optimization initiatives
Qualifications
- 3+ years in high-volume BPO/call center environment
- Proven expertise in conflict resolution and de-escalation
- Advanced CRM proficiency (Salesforce preferred)
- Fluent English with neutral accent
- Willingness to work on rotating shifts (including weekends)
- Experience with performance metrics monitoring
- Relevant certification in customer service management
- Ability to work under pressure while maintaining composure