Job Description
Join our award-winning customer experience team at NexusBPO Solutions, where innovation meets excellence. We're seeking dynamic professionals to elevate our client's brand reputation through exceptional service delivery. As a Senior Customer Experience Specialist, you'll be the voice of our global partners, transforming interactions into lasting relationships while advancing your career in a fast-paced, growth-oriented environment.
We offer comprehensive training, performance bonuses, and clear career progression paths. Our state-of-the-art Makati facility provides a collaborative workspace with modern amenities and flexible scheduling options.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Resolve escalated issues using problem-solving frameworks and cross-functional collaboration
- Maintain detailed customer interaction records in CRM systems with 99% accuracy
- Proactively identify process improvement opportunities and implement solutions
- Mentor junior team members on best practices and performance standards
- Contribute to quality assurance initiatives through feedback and coaching
- Meet or exceed monthly KPIs including CSAT, FCR, and AHT targets
Qualifications
- Minimum 2 years of high-volume call center/BPO experience
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Exceptional verbal/written communication skills in English and Filipino
- Proven ability to remain calm under pressure during escalations
- Strong analytical skills for root cause analysis
- Basic understanding of conflict resolution techniques
- Flexible availability including evening and weekend shifts
- College degree in Business, Communications, or related field preferred