Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and become the voice of excellence in one of Asia's premier BPO hubs. We're seeking dynamic professionals to deliver exceptional service to Fortune 500 clients while advancing your career in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and pathways to leadership in an award-winning workplace culture.
Responsibilities
- Handle complex customer inquiries across multiple communication channels (voice, chat, email)
- Maintain 95%+ customer satisfaction scores through empathetic and solution-focused interactions
- Proactively identify opportunities for process improvements and customer retention
- Mentor junior agents through quality assurance coaching and knowledge sharing
- Utilize CRM tools to document interactions and maintain accurate customer records
- Collaborate with cross-functional teams to resolve escalated issues
- Adhere to strict SLA compliance and data security protocols
Qualifications
- Minimum 3 years' experience in BPO/call center environment
- Proven track record of exceeding performance metrics (CSAT, FCR, AHT)
- Fluency in English with neutral accent; proficiency in Filipino required
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong problem-solving abilities and emotional intelligence
- Ability to work flexible shifts including weekends
- College degree preferred or equivalent vocational certification
- Experience in healthcare or fintech verticals is advantageous