Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and be the voice of excellence for our Fortune 500 clients. We're revolutionizing customer engagement through AI-powered omnichannel platforms, and we need passionate communicators to drive our mission forward. Enjoy competitive compensation, comprehensive benefits, and rapid career advancement in our state-of-the-art Makati headquarters.
We offer:
- Industry-leading performance bonuses
- Medical/dental coverage for you and dependents
- Free professional certification programs
- Hybrid work flexibility after training
- Monthly team-building activities
Responsibilities
- Manage complex customer escalations across voice, chat, and email channels
- Mentor junior agents on best practices and compliance standards
- Analyze customer interaction data to identify service improvement opportunities
- Implement process optimization initiatives for key client accounts
- Collaborate with product teams to resolve systemic issues
- Train on emerging technologies like AI chatbots and sentiment analysis
- Maintain 95%+ customer satisfaction and first-contact resolution metrics
Qualifications
- 3+ years in BPO/call center environment with leadership exposure
- Fluency in English and Filipino with neutral accent
- Proficiency in CRM platforms (Salesforce, Zendesk) and analytics tools
- CCP certification or equivalent quality assurance credentials
- Proven track record in reducing average handle time by 15%+
- Ability to work under pressure with emotional intelligence
- Intermediate knowledge of data privacy regulations (PDPA, GDPR)