Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and become the voice of excellence for our global clients. We're seeking dynamic professionals to elevate our service standards in one of Asia's premier BPO hubs. Enjoy competitive compensation, comprehensive benefits, and a vibrant work culture that champions growth and innovation. Your expertise will directly impact customer satisfaction metrics while developing leadership skills in a fast-paced environment.
Responsibilities
- Handle complex customer inquiries across multiple channels (phone, email, chat) with empathy and precision
- Mentor junior agents through coaching sessions and performance feedback
- Identify process improvement opportunities and implement solutions
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain 95%+ customer satisfaction score and first-contact resolution targets
- Utilize CRM systems to document interactions and track metrics
- Participate in weekly quality assurance reviews
Qualifications
- Minimum 2 years of call center/BPO experience in senior or lead roles
- Fluent English proficiency with neutral accent
- Proven track record in exceeding performance metrics
- Certification in conflict resolution or customer service (preferred)
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong analytical and problem-solving abilities
- Ability to work flexible shifts including weekends
- Bachelor's degree in Business, Communications, or related field