Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Nexus Global Solutions. We're revolutionizing client interactions through cutting-edge technology and exceptional service. Enjoy competitive compensation, comprehensive benefits, and clear career progression in our state-of-the-art Makati facility. As an industry leader in omnichannel support, we invest heavily in employee development through continuous training programs and leadership initiatives. Work with Fortune 500 clients while maintaining work-life balance through flexible scheduling options.
Responsibilities
- Handle complex customer inquiries across voice, chat, and email channels with 95%+ resolution rate
- Mentor junior agents through peer coaching and knowledge sharing sessions
- Identify process improvement opportunities and contribute to workflow optimization
- Utilize CRM systems to document interactions and maintain accurate client profiles
- Adhere to strict SLA/KPI standards while maintaining empathy in high-pressure situations
- Collaborate with quality assurance teams to enhance service delivery standards
- Participate in cross-functional projects for client retention and satisfaction
Qualifications
- 3+ years in BPO/Customer Service with leadership exposure
- Fluent English communication with neutral accent proficiency
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong analytical skills for data-driven decision making
- Proven conflict resolution and de-escalation techniques
- Willingness to work on rotating shifts including weekends
- College degree preferred; equivalent experience accepted
- Certification in customer service or related field advantageous