Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and become the voice of excellence for our global clients. We're seeking passionate professionals to deliver world-class support in a fast-paced, collaborative environment. Enjoy competitive compensation, career growth opportunities, and a vibrant workplace culture that values innovation and employee well-being. What we offer: Comprehensive training programs, performance bonuses, health benefits, and flexible shift options.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with exceptional problem-solving skills
- Exceed performance metrics including CSAT, FCR, and AHT targets
- Mentor junior agents and contribute to knowledge base development
- Collaborate with cross-functional teams to resolve escalated issues
- Identify process improvement opportunities and implement solutions
- Adhere to strict data security and compliance protocols
Qualifications
- Minimum 2 years of BPO/call center experience in customer-facing roles
- Fluent in English with exceptional verbal/written communication skills
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office
- Strong analytical abilities to diagnose and resolve complex issues
- Proven track record of meeting/exceeding KPIs
- Ability to work in rotating shifts (including nights/weekends)
- Bachelor's degree or equivalent vocational certification preferred