Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Nexus Global Solutions, we're revolutionizing client interactions through cutting-edge technology and exceptional service. We're seeking dynamic professionals who thrive in fast-paced environments to drive customer satisfaction and process excellence. Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in our state-of-the-art Makati facility.
As a key member of our customer experience team, you'll leverage advanced CRM platforms and AI-assisted tools to resolve complex client inquiries while maintaining our industry-leading satisfaction metrics. We invest in your growth through continuous training programs and performance-based incentives.
Responsibilities
- Handle high-volume inbound/outbound customer interactions via phone, email, and chat channels
- Resolve complex client issues using Salesforce and Zendesk platforms
- Implement process improvements to reduce average handling time by 15%
- Mentor junior agents on escalation protocols and soft skills
- Analyze customer feedback to identify service gaps and propose solutions
- Maintain 98%+ first-contact resolution rate and CSAT scores above 4.5/5
- Collaborate with quality assurance teams to refine training materials
Qualifications
- 3+ years in BPO/call center environment with performance metrics
- Expertise in CRM systems (Salesforce, Zendesk) and VoIP technology
- Exceptional English fluency with neutral accent
- Proven ability to de-escalate high-stress situations
- Advanced problem-solving skills with analytical mindset
- Experience in quality assurance or training roles preferred
- College degree or equivalent professional certification
- Proficiency in Microsoft Office and data visualization tools