Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and elevate our global client interactions to new heights. We're seeking dynamic professionals to deliver exceptional service while driving operational excellence in our Manila-based delivery center. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in a collaborative, high-energy environment.
Responsibilities
- Manage complex customer inquiries via voice, email, and chat channels with exceptional resolution rates
- Mentor junior agents on communication techniques and best practices
- Identify process improvement opportunities and implement data-driven solutions
- Collaborate with cross-functional teams to enhance customer journey mapping
- Maintain detailed case documentation and performance metrics
- Participate in quality assurance reviews and feedback sessions
- Lead special projects focused on customer satisfaction enhancement
Qualifications
- 3+ years in customer service/operations with leadership exposure
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Fluent English communication with strong cultural sensitivity
- Proven ability to handle escalations and difficult situations
- Data analysis skills with experience in reporting dashboards
- Flexible schedule availability including nights and weekends
- Bachelor's degree in Business, Communications, or related field