Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at Nexus Global Solutions! We're seeking passionate professionals to elevate our client's service excellence in the fast-growing tech sector. Enjoy competitive compensation, comprehensive benefits, and a dynamic work culture in our state-of-the-art Makati facility. Perfect your skills in communication, problem-solving, and digital engagement while contributing to Fortune 500 clients' success.
Responsibilities
- Handle complex customer inquiries via phone, email, and live chat with empathy and efficiency
- Maintain 95%+ customer satisfaction score through personalized solutions
- Document interactions and identify process improvement opportunities
- Mentor junior agents on best practices and company protocols
- Collaborate with technical teams to resolve escalated issues
- Analyze customer feedback trends to enhance service quality
Qualifications
- 3+ years in BPO/Customer Service environment
- Fluent English with exceptional verbal and written communication
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office
- Ability to work in rotating shifts (including night shifts)
- Certificate in Customer Service Management preferred
- Experience with digital channels (chat, social media support)
- Strong problem-solving and conflict resolution skills