Job Description
Join Nexus BPO Solutions as a Senior Customer Experience Specialist and become part of our award-winning team revolutionizing client interactions across APAC. We're seeking passionate professionals who thrive in dynamic environments and want to make a tangible impact. Enjoy comprehensive benefits including health insurance, performance bonuses, and clear career progression paths. Our state-of-the-art Makati facility offers hybrid work flexibility, modern amenities, and a culture that celebrates innovation and employee growth.
What We Offer:
- Competitive salary with quarterly performance incentives
- Medical, dental, and vision coverage
- Professional development certifications
- Hybrid work arrangements (3 days office/2 days remote)
- Recognition programs and team-building events
Responsibilities
- Manage complex customer escalations with empathy and solution-oriented mindset
- Mentor junior agents through coaching sessions and knowledge sharing
- Identify process improvement opportunities and implement data-driven solutions
- Maintain 95%+ customer satisfaction scores through personalized support
- Collaborate with cross-functional teams to resolve systemic issues
- Utilize CRM systems to document interactions and track resolution metrics
- Participate in quality assurance reviews and feedback sessions
Qualifications
- Minimum 3 years experience in customer service/operations
- Proven track record in conflict resolution and de-escalation
- Advanced proficiency in Salesforce and Zendesk platforms
- Fluency in English and Tagalog (additional languages valued)
- Strong analytical skills with data interpretation experience
- Experience in mentoring or team leadership roles
- Ability to work rotating shifts including weekends
- Bachelor's degree in Business, Communications, or related field