Job Description
Join NexusBPO Solutions, a global leader in customer experience innovation, as we revolutionize client interactions across Asia-Pacific. Our Makati City hub combines cutting-edge technology with human-centric service delivery to create exceptional customer journeys. We foster a culture of continuous learning, career advancement, and recognition for top performers.
As a Senior Customer Experience Specialist, you'll be the voice of our premium clients, resolving complex inquiries while maintaining service excellence. Enjoy competitive compensation, comprehensive benefits, and opportunities for international career growth within our expanding network.
Responsibilities
- Handle high-priority customer escalations with empathy and precision across multiple channels
- Mentor junior agents on best practices and quality standards
- Analyze customer interaction data to identify service improvement opportunities
- Collaborate with product teams to resolve systemic issues
- Implement advanced CRM tools for personalized customer engagement
- Contribute to service quality audits and process optimization
- Lead training workshops on new protocols and technologies
Qualifications
- Minimum 3 years in BPO/call center environment with leadership exposure
- Fluency in English and Tagalog with exceptional communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and analytics tools
- Certification in conflict resolution or customer service management preferred
- Ability to work under pressure while maintaining service quality metrics
- Strong problem-solving skills with data-driven approach
- Flexibility to work in rotational shifts including weekends