Job Description
Join Nexus BPO Solutions as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking dynamic professionals to lead our award-winning customer service team in delivering exceptional support experiences. Enjoy competitive compensation, comprehensive benefits, and career growth opportunities in a modern, collaborative environment.
Responsibilities
- Manage complex customer inquiries with empathy and problem-solving expertise
- Mentor junior agents and optimize team performance metrics
- Implement quality assurance protocols and service improvement initiatives
- Collaborate with cross-functional teams to resolve escalated issues
- Utilize CRM systems to document interactions and maintain customer records
- Analyze customer feedback trends to enhance service delivery
- Participate in training programs to develop advanced communication skills
Qualifications
- Minimum 2 years in customer service or call center environment
- Proven track record in meeting/exceeding performance KPIs
- Excellent command of English and Tagalog languages
- Advanced proficiency with CRM platforms (Salesforce preferred)
- Strong conflict resolution and de-escalation abilities
- Certificate in Customer Service Management (advantageous)
- Ability to work flexible shifts including weekends
- High school diploma or equivalent (Bachelor's degree preferred)