Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and elevate our clients' service excellence! We're a leading BPO partner for Fortune 500 companies seeking passionate professionals to deliver world-class support. Enjoy competitive compensation, comprehensive training, and a dynamic career path in our state-of-the-art Makati facility. Your expertise will directly impact customer satisfaction metrics and drive organizational success.
We offer:
- Industry-leading salary package with performance bonuses
- Health insurance and retirement benefits
- Continuous professional development programs
- Modern, collaborative work environment
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Mentor junior agents on communication techniques and problem-solving protocols
- Identify process improvement opportunities and implement data-driven solutions
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain detailed customer interaction records in Salesforce CRM
- Contribute to weekly performance analytics and customer feedback reviews
Qualifications
- 3+ years in customer service or BPO environment
- Proficiency in CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to work under pressure with emotional intelligence
- Basic knowledge of Microsoft Office Suite
- Experience in quality assurance or coaching roles preferred
- Fluent in English with neutral accent