Job Description
Join NexusConnect Solutions, a premier BPO leader transforming global customer engagement! We're seeking dynamic Senior Customer Experience Specialists to deliver exceptional service across international clients. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in our state-of-the-art Makati facility. Become part of a culture where your voice drives innovation!
Responsibilities
- Manage complex customer inquiries via omnichannel platforms (voice, chat, email)
- Mentor junior agents on advanced problem-solving techniques
- Implement process improvements to enhance service efficiency
- Analyze customer feedback to drive strategic initiatives
- Maintain 98%+ customer satisfaction metrics
- Collaborate with QA teams to refine training programs
- Adhere to strict SLA and compliance standards
Qualifications
- 3+ years BPO/Customer Service experience in high-volume environments
- Fluent English with neutral accent proficiency
- Expertise in CRM platforms (Salesforce, Zendesk)
- Proven conflict resolution and de-escalation skills
- Strong analytical abilities with data interpretation experience
- Ability to work flexible schedules including night shifts
- Bachelor's degree in Business/Communications preferred
- Advanced Microsoft Office Suite certification