Job Description
Join Nexus Global Solutions, a premier BPO partner to Fortune 500 companies, and elevate customer experiences to new heights. We're seeking dynamic Senior Customer Experience Specialists to drive satisfaction metrics and process excellence in our award-winning Makati facility. Enjoy competitive compensation, comprehensive healthcare, and accelerated career growth in a collaborative, tech-enabled environment.
Responsibilities
- Manage complex customer inquiries across multiple channels with 95%+ resolution rate
- Mentor junior agents through peer coaching and knowledge sharing initiatives
- Identify process improvement opportunities and implement data-driven solutions
- Maintain client-specific service level agreements (SLAs) with <1% deviation
- Generate actionable insights from customer interaction analytics
- Lead quality assurance reviews for team performance optimization
Qualifications
- Minimum 3 years in high-volume BPO/CX environment
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Fluent English with neutral accent and exceptional communication skills
- Proven track record in KPI-driven performance (CSAT, FCR, AHT)
- Certification in Six Sigma Yellow Belt or equivalent preferred
- Experience with omnichannel support (voice, chat, email)
- Strong analytical mindset with data interpretation capabilities