Job Description
Join Nexus Global Solutions, a premier BPO leader revolutionizing customer engagement across Asia Pacific. We're seeking dynamic Senior Customer Experience Specialists to deliver exceptional service while driving operational excellence in our award-winning Makati contact center. Enjoy competitive compensation, comprehensive benefits, and clear career advancement pathways in a collaborative, tech-enabled environment.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and precision
- Mentor junior agents and contribute to continuous improvement of service protocols
- Utilize CRM tools to document interactions and identify process enhancement opportunities
- Maintain 95%+ customer satisfaction score while meeting KPIs (AHT, FCRR, CSAT)
- Collaborate with QA teams to refine training materials and performance standards
- Participate in cross-functional projects to optimize customer journey workflows
Qualifications
- Minimum 3 years BPO/customer service experience with leadership exposure
- Fluent English with strong verbal/written communication skills
- Proficiency in Zendesk, Salesforce, or similar CRM platforms
- Exceptional problem-solving abilities with conflict resolution expertise
- Ability to multitask effectively in high-volume, fast-paced environments
- College degree preferred; relevant certifications a plus
- Available for flexible shifts including weekends and holidays