Job Description
Join Nexus Global Services as a Senior Customer Experience Specialist and become the voice of excellence for our international clients. We're seeking passionate individuals to deliver world-class support in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and career growth opportunities in one of Asia's leading BPO environments.
Why Nexus Global?
- Industry-leading training programs
- Performance-based incentives and bonuses
- Modern ergonomic workspaces
- Health and wellness initiatives
- Clear career progression path
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with exceptional problem-solving skills
- Maintain detailed documentation of customer interactions in CRM systems
- Collaborate with technical teams to resolve escalated issues efficiently
- Contribute to process improvement initiatives through customer feedback analysis
- Mentor junior team members on best practices and service standards
- Achieve and exceed key performance indicators (KPIs) for quality and efficiency
- Participate in continuous training programs to enhance product knowledge
Qualifications
- Minimum 2 years of experience in BPO/customer service environments
- Fluency in English with neutral accent
- Proficient in Microsoft Office and CRM software (Salesforce preferred)
- Exceptional conflict resolution and active listening skills
- Ability to work in rotating shifts (including night shifts)
- Strong attention to detail and multitasking capabilities
- College degree in any field or equivalent vocational certification
- Willingness to undergo background checks and drug screening