Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking dynamic professionals to drive exceptional service delivery in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and clear career advancement paths in the Philippines' leading BPO environment.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Mentor junior agents through performance coaching and quality assurance reviews
- Implement process improvements to enhance customer satisfaction metrics
- Collaborate with cross-functional teams to resolve escalated issues
- Generate detailed performance reports and actionable insights
- Conduct training sessions on product knowledge and soft skills
- Adhere to strict compliance and data security protocols
Qualifications
- Minimum 3 years in customer service/technical support roles
- Fluent English with neutral accent and excellent communication skills
- Experience with CRM platforms (Salesforce, Zendesk) and VoIP systems
- Certified in conflict resolution and stress management
- Proven track record of meeting/exceeding KPIs (CSAT, FCR, AHT)
- Ability to work rotating shifts including weekends
- Strong analytical skills with proficiency in MS Office Suite
- College degree in Business, Communications, or related field preferred