Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Nexus Global Solutions. We're seeking dynamic professionals to elevate our client's service excellence through empathetic communication and problem resolution. Enjoy a modern workspace, comprehensive training, and career advancement opportunities in one of Asia's top BPO hubs.
What We Offer:
- Competitive monthly salary + performance incentives
- Free health insurance and retirement plan
- 24/7 shuttle service and meal subsidies
- Regular team-building activities and recognition programs
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels
- Resolve escalated issues with empathy and efficiency
- Maintain detailed customer interaction records in CRM systems
- Coach junior agents on best practices and quality standards
- Identify process improvement opportunities for client accounts
- Collaborate with technical teams to resolve technical escalations
- Meet/exceed KPIs for resolution time and customer satisfaction
Qualifications
- Minimum 2 years BPO/call center experience in senior role
- Fluent in English with neutral accent
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Exceptional problem-solving and conflict resolution skills
- Ability to multitask across multiple communication channels
- Strong attention to detail and documentation accuracy
- Flexible to work in shifting schedules including nights/weekends
- College degree preferred (Business/Communications major)