Job Description
Join NexusBPO Solutions, a top-tier BPO leader revolutionizing customer engagement across APAC! We're seeking dynamic Senior Customer Experience Specialists to elevate our clients' service excellence in fast-paced digital environments. Enjoy competitive compensation, comprehensive benefits, and clear career progression pathways in our state-of-the-art Makati facility.
Why NexusBPO?
- Industry-leading training programs
- Performance-based quarterly bonuses
- Free health & wellness initiatives
- Hybrid work flexibility post-training
Responsibilities
- Resolve complex customer inquiries across digital channels (chat, email, voice)
- Implement CRM best practices to enhance client satisfaction scores
- Train junior agents on SOPs and quality standards
- Analyze customer feedback to drive service improvements
- Maintain 95%+ First Contact Resolution (FCR) rate
- Collaborate with QA teams to refine call scripts
- Document process bottlenecks and suggest optimizations
Qualifications
- Minimum 2 years BPO/call center experience in senior roles
- Advanced proficiency in Zendesk/HubSpot CRM platforms
- Fluent English with neutral accent (written & verbal)
- Willingness to work rotational night shifts (20:00-05:00)
- Strong analytical skills with data interpretation experience
- Certification in Customer Experience Management preferred
- Proven track record in reducing customer effort scores