Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and become the voice of innovation in our award-winning BPO operations. We're seeking dynamic professionals to elevate our client's brand reputation through exceptional service delivery in a fast-paced, tech-enabled environment. Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in a company recognized as a Top Employer Philippines 2023.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with exceptional resolution rates
- Mentor junior agents and conduct quality assurance reviews to maintain service excellence
- Analyze customer feedback trends and propose actionable improvements to service protocols
- Collaborate with technical teams to resolve escalated technical issues efficiently
- Meet or exceed key performance indicators (KPIs) including CSAT and first-contact resolution
- Participate in continuous improvement initiatives for process optimization
Qualifications
- Minimum 3 years of experience in high-volume call center or BPO environment
- Proven track record in team leadership and peer coaching
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Exceptional communication skills in English and Filipino
- Strong analytical abilities with data-driven decision-making
- Ability to work flexible shifts including weekends and holidays
- Industry certifications (e.g., CCXP) preferred