Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Nexus Global Solutions. We're revolutionizing client interactions through innovative technology and human-centered service. As a key player in our 24/7 operations, you'll drive customer satisfaction metrics while advancing your career in a dynamic, growth-oriented environment.
We offer industry-leading training, career progression pathways, and a vibrant workplace culture that celebrates achievements. Our Makati City facility features modern amenities, wellness programs, and flexible scheduling options designed to support your professional development.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rate
- Coach junior agents on communication techniques and product knowledge
- Identify process improvement opportunities through data analysis
- Manage VIP client relationships with personalized service protocols
- Maintain accurate documentation in CRM systems while exceeding quality KPIs
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in quarterly innovation workshops to enhance service delivery
Qualifications
- 3+ years in high-volume customer service or BPO environment
- Advanced proficiency in English with neutral accent
- Certification in conflict resolution or CRM systems (Salesforce preferred)
- Proven track record of exceeding customer satisfaction targets
- Experience with quality assurance frameworks and KPI monitoring
- Strong analytical skills with data-driven decision-making ability
- Ability to work flexible shifts including nights and weekends
- Bachelor's degree in Business, Communications, or related field