Job Description
Join our award-winning BPO powerhouse where your voice drives excellence. At NexusConnect Solutions, we transform customer interactions into lasting relationships through innovation and empathy. As a Senior Customer Experience Specialist, you'll be at the forefront of our digital transformation journey, delivering premium support to Fortune 500 clients while advancing your career in a culture that celebrates growth and recognition.
We offer comprehensive training, performance bonuses, and clear career progression paths. Our state-of-the-art Makati facility features wellness zones, collaborative workspaces, and flexible scheduling options designed to support work-life balance.
Responsibilities
- Deliver exceptional customer support via omnichannel platforms (voice, chat, email) with 95%+ satisfaction ratings
- Resolve complex technical and billing escalations with first-contact resolution expertise
- Maintain and exceed key performance metrics including CSAT, AHT, and FCR targets
- Coach junior agents on communication techniques and product knowledge
- Identify process improvement opportunities through customer interaction analysis
- Collaborate with product teams to escalate recurring issues and feature requests
- Participate in cross-functional projects to enhance service delivery frameworks
Qualifications
- 3+ years of high-volume contact center experience in BPO or enterprise setting
- Proven track record of exceeding performance metrics in quality and efficiency
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and communication tools
- Exceptional problem-solving skills with ability to de-escalate sensitive situations
- Fluent English with strong grammar, diction, and active listening abilities
- Experience in training or mentoring customer service representatives
- Working knowledge of data analysis tools (Excel, Google Analytics) for reporting
- Ability to work flexible shifts including weekends and holidays as needed