Job Description
Join NexusConnect Global Solutions, a top-tier BPO leader revolutionizing customer engagement across Asia-Pacific. We're seeking a Senior Customer Experience Specialist to deliver exceptional service while driving process improvements in our dynamic Quezon City hub. Enjoy competitive compensation, comprehensive benefits, and clear career progression in a culture that values innovation and employee growth.
What We Offer:
- Industry-leading salary with quarterly performance bonuses
- Comprehensive medical/dental coverage for you and dependents
- Professional development certifications and upskilling programs
- Modern work environment with ergonomic workstations
- Regular team-building activities and wellness programs
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rate
- Mentor junior agents through peer-coaching sessions and knowledge-sharing initiatives
- Analyze call center metrics to identify improvement opportunities in customer satisfaction scores
- Develop and implement escalation protocols for high-priority client issues
- Collaborate with product teams to provide actionable customer feedback for service enhancements
- Maintain detailed documentation of customer interactions and resolution methodologies
- Participate in continuous improvement workshops to optimize service workflows
Qualifications
- Minimum 3 years of experience in high-volume BPO/Customer Service environments
- Proven track record of achieving/exceeding KPIs (CSAT, FCR, AHT)
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional problem-solving skills with ability to de-escalate sensitive situations
- Fluent in English with neutral accent; proficiency in Filipino and/or Mandarin preferred
- Relevant certification in Customer Experience Management or Business Process Improvement
- Experience leading cross-functional projects or process optimization initiatives
- Ability to work flexible schedules including weekends and holidays as required