Job Description
Join our award-winning customer experience team at Nexa Solutions, where we transform customer interactions into lasting relationships. We're seeking a passionate Senior Customer Experience Specialist to drive our commitment to exceptional service. In this dynamic role, you'll be the voice of our brand, resolving complex inquiries with empathy and precision while contributing to process improvements that elevate our service standards. Enjoy a collaborative culture with competitive benefits, professional development opportunities, and the chance to make a tangible impact on our customers' journey.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Collaborate with cross-functional teams to address systemic service gaps
- Maintain detailed customer interaction records in Salesforce CRM
- Develop and implement customer retention strategies for high-value accounts
- Train new team members on service protocols and product knowledge
- Analyze customer feedback to identify improvement opportunities
- Contribute to quarterly service optimization initiatives
Qualifications
- 5+ years of customer experience experience in B2B tech environment
- Expertise in conflict resolution and de-escalation techniques
- Advanced proficiency with CRM platforms (Salesforce preferred)
- Strong analytical skills with data-driven problem-solving approach
- Certification in Customer Service Excellence (preferred)
- Ability to multitask in fast-paced digital communication channels
- Fluency in English and Spanish (required)