Job Description
Join NexusConnect Solutions as a Senior Customer Experience Specialist and elevate our world-class BPO operations. We're seeking dynamic professionals to drive exceptional service delivery for Fortune 500 clients in the tech and e-commerce sectors. Enjoy industry-leading training, career progression pathways, and a vibrant hybrid work environment. Be part of a team that's transforming customer service excellence across the Asia-Pacific region.
Responsibilities
- Handle complex customer inquiries via omnichannel platforms (voice, chat, email)
- Mentor junior agents on service standards and conflict resolution techniques
- Analyze customer feedback to identify process improvement opportunities
- Collaborate with QA team to refine service protocols and KPIs
- Manage high-priority escalations with executive stakeholders
- Develop personalized retention strategies for VIP clients
- Participate in continuous improvement workshops
Qualifications
- Minimum 3 years in BPO/call center environment with leadership exposure
- Fluency in English and Tagalog with neutral accent
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Certification in conflict resolution or customer service management
- Advanced problem-solving skills with data-driven approach
- Ability to work rotating shifts (including nights/weekends)
- Strong analytical skills with experience in reporting dashboards
- Experience handling high-volume international clientele