Job Description
Join our award-winning team at Nexus Global Solutions, where we redefine customer excellence through innovation and compassion. As a Senior Customer Experience Specialist, you'll be the voice of our premium clients in the fintech and e-commerce sectors. Enjoy competitive compensation, comprehensive benefits, and a vibrant hybrid work environment in Manila's premier business district. We invest in your growth through continuous training and clear career advancement paths.
At Nexus, we celebrate diversity and foster a culture of recognition. You'll collaborate with industry experts while making tangible impacts on customer satisfaction metrics. Our state-of-the-art facility in BGC offers ergonomic workspaces, wellness programs, and team-building activities designed to boost both productivity and well-being.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Maintain industry-leading resolution rates (95%+) while adhering to strict SLA standards
- Identify and escalate systemic issues to drive process improvements
- Mentor junior agents through knowledge sharing and best practices
- Utilize CRM platforms (Salesforce, Zendesk) to document interactions and track performance
- Contribute to customer satisfaction initiatives and quality assurance programs
- Collaborate with cross-functional teams to resolve escalated cases
Qualifications
- Minimum 3 years of experience in high-volume BPO/call center environment
- Proven track record of exceeding performance metrics (CSAT, FCR, AHT)
- Fluent in English with exceptional verbal and written communication skills
- Proficiency in CRM systems and Microsoft Office Suite
- Ability to work rotating shifts including weekends
- Strong problem-solving abilities with analytical mindset
- Experience handling sensitive financial or technical inquiries preferred
- College degree in Business, Communications, or related field