Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and transform how we serve our global clientele. We're seeking dynamic professionals who thrive in fast-paced environments and are passionate about delivering exceptional service. Our Manila-based team operates in a state-of-the-art facility with comprehensive benefits, career growth pathways, and a culture that celebrates innovation and teamwork.
Why Nexus Global?
- Industry-leading training and certification programs
- Performance-based bonuses and quarterly incentives
- Comprehensive health coverage and retirement plans
- Modern hybrid work opportunities post-training
- Clear advancement tracks to team leadership
Responsibilities
- Handle complex customer inquiries via phone, email, and live chat with empathy and efficiency
- Resolve escalated issues and de-escalate challenging situations with proven conflict resolution techniques
- Document interactions accurately in CRM systems while maintaining data integrity standards
- Collaborate with cross-functional teams to address systemic service gaps
- Mentor junior agents and share best practices during team huddles
- Identify process improvement opportunities and implement solutions
- Maintain 95%+ customer satisfaction and first-contact resolution metrics
Qualifications
- Minimum 3 years in customer service or call center environment
- Proven experience in conflict resolution and complaint handling
- Strong proficiency in CRM platforms (Salesforce preferred)
- Excellent written and verbal communication in English and Tagalog
- Ability to multitask effectively while maintaining quality standards
- Relevant certification in customer service management is a plus
- Typing speed of 45+ WPM with 98% accuracy
- Flexible availability including weekend and holiday shifts