Job Description
Join NexusBPO Solutions, a premium BPO leader transforming customer experiences across APAC. We're seeking dynamic Senior Customer Experience Specialists to elevate our global clients' service standards. Enjoy comprehensive benefits, career advancement pathways, and a culture where your voice matters. Be part of our award-winning team driving innovation in customer engagement.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Mentor junior agents and conduct quality assurance reviews
- Analyze customer feedback to implement process improvements
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain 95%+ customer satisfaction score and SLA compliance
- Participate in quarterly service innovation workshops
Qualifications
- 3+ years in high-volume BPO/Customer Service environment
- Proven track record in team leadership and quality assurance
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Exceptional problem-solving skills with conflict resolution expertise
- Fluent in English and Tagalog with neutral accent
- Ability to thrive in fast-paced, metrics-driven environments
- Relevant industry certifications (e.g., CCXP) preferred