Job Description
Join Nexus Global Solutions, a premier BPO leader revolutionizing customer engagement across Asia. We're seeking dynamic Senior Customer Experience Specialists to elevate our clients' brand reputation through exceptional service. Enjoy competitive compensation, comprehensive benefits, and a vibrant workplace culture that values growth and innovation. Be part of a team where your expertise directly shapes customer loyalty and business success.
Responsibilities
- Deliver premium multi-channel support (voice, chat, email) for high-value clients
- Resolve complex customer escalations with empathy and problem-solving expertise
- Mentor junior agents on best practices and performance optimization
- Analyze customer feedback to identify service improvement opportunities
- Collaborate with product teams to enhance service workflows
- Maintain 98%+ customer satisfaction and first-call resolution metrics
- Participate in continuous training programs to refine technical skills
Qualifications
- Minimum 3 years BPO/call center experience with leadership exposure
- Fluent English proficiency with neutral accent
- Advanced conflict resolution and emotional intelligence skills
- Expertise in CRM platforms (Salesforce, Zendesk) and ticketing systems
- Proven track record in meeting/exceeding KPIs (CSAT, FCR, AHT)
- Ability to work flexible shifts including weekends and holidays
- Bachelor's degree in Business, Communications, or related field
- Industry certification in customer service management preferred