Job Description
Join Nexus BPO Solutions as a Senior Customer Experience Specialist and transform how businesses interact with their clients. We're seeking dynamic professionals who thrive in high-energy environments and are passionate about delivering exceptional service. Our state-of-the-art Makati facility offers collaborative workspaces, comprehensive training programs, and clear career progression paths. Enjoy competitive compensation, performance bonuses, and a vibrant company culture that celebrates achievement and innovation.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with empathy and efficiency
- Maintain detailed documentation of customer interactions in CRM systems
- Collaborate with technical teams to resolve escalated customer issues
- Identify process improvement opportunities to enhance customer satisfaction
- Mentor junior agents on best practices and communication techniques
- Meet/exceed key performance metrics (CSAT, FCR, AHT)
- Participate in regular coaching sessions and quality assurance reviews
Qualifications
- Minimum 2 years' experience in BPO or customer service environment
- Fluent in English with exceptional verbal/written communication skills
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities with attention to detail
- Ability to multitask in fast-paced, high-volume settings
- Relevant certification in customer service management (preferred)
- Willingness to work flexible schedules including weekends/holidays
- Background in financial services or tech support (advantageous)