Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and become the voice of our premium clients. We're seeking dynamic professionals to deliver exceptional service in our state-of-the-art contact center. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths in one of Asia's top BPO destinations.
Our Makati facility offers modern workspaces, wellness programs, and performance-based incentives. We invest in your growth through continuous training and leadership development opportunities.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat channels
- Resolve escalated issues with empathy and efficiency
- Maintain detailed customer interaction records in CRM systems
- Collaborate with technical teams to resolve product-related concerns
- Meet/exceed quality and productivity KPIs
- Mentor junior team members on best practices
- Participate in process improvement initiatives
Qualifications
- Minimum 2 years BPO/call center experience
- Excellent command of English and Tagalog
- Strong problem-solving and conflict resolution skills
- Proficiency with CRM software (Salesforce preferred)
- Ability to multitask in fast-paced environments
- Customer service certification (advantageous)
- Flexible schedule availability (including weekends)
- Positive attitude with resilience under pressure