Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and elevate our clients' journey to extraordinary heights. We're a premier BPO partner delivering seamless omnichannel support across Asia-Pacific. As a key member of our CX team, you'll drive customer satisfaction through personalized solutions while advancing your career in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and continuous skill development in our state-of-the-art Makati facility.
Responsibilities
- Manage complex customer inquiries across voice, email, and chat channels with empathy and precision
- Develop innovative solutions to improve client retention metrics and CSAT scores
- Mentor junior agents on advanced troubleshooting techniques and soft skills
- Analyze customer feedback trends to implement process improvements
- Collaborate with QA teams to refine service protocols and training materials
- Handle escalated issues with diplomatic problem-solving and conflict resolution
- Contribute to weekly performance reports and strategic initiatives
Qualifications
- 3+ years in BPO/CX environment with proven track record in high-volume support
- Expertise in CRM platforms (Salesforce, Zendesk) and omnichannel tools
- Fluency in English with exceptional written and verbal communication skills
- Certification in conflict resolution or customer experience management preferred
- Advanced analytical skills with data-driven decision-making experience
- Ability to work night shifts in 24/7 rotational schedule
- Proficiency in Tagalog and another regional language (e.g., Cebuano, Ilocano)