Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and become the voice of innovation in Southeast Asia's fastest-growing BPO sector. We're seeking dynamic professionals to elevate our client's digital presence while delivering exceptional service that transforms customer relationships into lifetime loyalty. Our award-winning culture combines cutting-edge technology with human-centric support, creating an environment where your talent thrives. Enjoy comprehensive benefits, career acceleration paths, and the opportunity to shape the future of customer engagement.
Responsibilities
- Lead complex customer issue resolution for Fortune 500 clients using advanced CRM platforms
- Mentor junior agents and optimize call center workflows through data-driven insights
- Develop and implement customer retention strategies with 95%+ satisfaction targets
- Collaborate with product teams to identify service gaps and improvement opportunities
- Conduct quality assurance reviews and provide actionable feedback to team members
- Manage high-value customer accounts with personalized engagement approaches
- Drive cross-functional projects to enhance omnichannel support capabilities
Qualifications
- 3+ years in high-volume BPO/CX environment with performance metrics
- Fluency in English and Tagalog with neutral accent proficiency
- Advanced proficiency in Zendesk, Salesforce, and call analytics tools
- Certification in Customer Experience Management (CCXP) preferred
- Demonstrated success in reducing churn through strategic interventions
- Experience training agents on new technologies and processes
- Ability to maintain composure in high-pressure scenarios
- Strong analytical skills with data interpretation capabilities