Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and become the voice of innovation in Southeast Asia's leading BPO hub. We're transforming customer engagement through cutting-edge technology and empathetic service delivery. This role offers career progression, competitive benefits, and the opportunity to impact 500K+ monthly customer interactions.
Why Nexus Global?
- Industry-leading training in AI-powered customer engagement platforms
- Clear career ladder to Team Lead/Operations Manager roles
- Comprehensive health package including mental wellness support
- Modern hybrid work environment with performance-based incentives
Responsibilities
- Handle complex customer escalations with empathy and solution-oriented mindset
- Mentor junior agents through peer-coaching sessions and knowledge sharing
- Analyze call metrics to identify process improvement opportunities
- Implement CRM best practices across client accounts
- Collaborate with product teams to enhance customer journey touchpoints
- Lead quality assurance initiatives and feedback implementation
- Develop personalized recovery strategies for high-value accounts
Qualifications
- Minimum 3 years in high-volume contact center environment
- Advanced English proficiency with neutral accent certification
- Experience with Zendesk/Salesforce and analytics tools
- Certificate in Conflict Resolution or Customer Psychology preferred
- Proven ability to reduce average handle time by 15%+
- Demonstrated leadership in team training initiatives
- Strong analytical skills for trend identification
- Adaptability to rotating shifts and peak-period demands