Job Description
Join Nexus Global Solutions' award-winning team as a Senior Customer Experience Specialist! We're seeking dynamic professionals to elevate our client's service delivery across global markets. This role offers career advancement, competitive compensation, and a vibrant work culture in the heart of Manila's CBD. Enjoy performance bonuses, comprehensive healthcare, and continuous skill development programs.
Responsibilities
- Manage complex customer inquiries across multiple communication channels (voice, chat, email)
- Mentor junior agents and conduct quality assurance reviews
- Analyze performance metrics to identify service improvement opportunities
- Collaborate with product teams to escalate systemic issues
- Develop personalized solutions for high-value client accounts
- Maintain 95%+ customer satisfaction score targets
- Participate in cross-functional process optimization projects
Qualifications
- Minimum 3 years BPO/Customer Service experience with leadership exposure
- Fluent English communication with neutral accent proficiency
- Advanced CRM system expertise (Salesforce/Zendesk)
- Strong analytical skills with data-driven decision making
- Ability to multitask in high-pressure environments
- Experience with quality assurance frameworks
- Relevant industry certification preferred
- Willingness to work on flexible schedules