Job Description
Join our award-winning customer experience team at Nexus Solutions Group, where innovation meets exceptional service. We're seeking a dedicated Senior Customer Experience Specialist to drive customer satisfaction and loyalty through personalized support. This hybrid role combines in-office collaboration with remote flexibility, offering competitive benefits and career growth opportunities. If you're passionate about turning customer challenges into positive experiences, we want to meet you.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Develop and implement proactive retention strategies for high-value accounts
- Collaborate with product teams to identify service improvement opportunities
- Mentor junior specialists through knowledge-sharing sessions
- Analyze customer feedback to drive service enhancements
- Manage escalations with empathy and solution-focused mindset
- Contribute to continuous improvement of service workflows
Qualifications
- 5+ years in customer service with 2+ years in specialist/senior role
- Proven ability to resolve complex technical and billing inquiries
- Experience with CRM systems (Salesforce preferred)
- Strong analytical skills with data-driven approach
- Certification in Customer Experience Management (CXCP) or equivalent
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively in hybrid environment