Job Description
Join Nexus Global Solutions, a premier BPO leader transforming customer interactions across Asia. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in the fintech sector. Enjoy competitive compensation, performance bonuses, comprehensive health benefits, and career advancement opportunities in our state-of-the-art Makati facility.
What makes us exceptional? Our commitment to employee growth through continuous training, flexible shift options, and a vibrant workplace culture that values innovation and collaboration. Be part of a team recognized for industry-leading customer satisfaction rates.
Responsibilities
- Deliver premium customer support via voice, chat, and email for high-value fintech clients
- Resolve complex account issues with empathy and precision while meeting SLA targets
- Proactively identify cross-selling opportunities to enhance client relationships
- Maintain detailed documentation in CRM systems with 99% accuracy
- Mentor junior specialists through knowledge sharing and best practices
- Participate in process improvement initiatives to enhance efficiency
- Adhere strictly to PCI-DSS compliance protocols for sensitive data handling
Qualifications
- Minimum 2 years in BPO/customer service with fintech experience preferred
- Fluent in English with exceptional verbal/written communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities with analytical mindset
- Ability to work flexible shifts including weekends/holidays
- College graduate or equivalent vocational certification
- Willingness to complete additional compliance certifications
- Proven track record in meeting/exceeding performance metrics