Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and become the voice of excellence for Fortune 500 clients. We're revolutionizing customer engagement in the digital age, offering competitive compensation, comprehensive benefits, and a dynamic career path in the heart of Manila's premier BPO hub.
Responsibilities
- Deliver exceptional customer service across multiple channels (voice, chat, email)
- Resolve complex technical and billing issues with first-contact resolution expertise
- Maintain detailed CRM documentation and performance metrics
- Mentor junior agents through quality assurance coaching sessions
- Implement process improvements based on customer feedback analytics
- Collaborate with cross-functional teams to enhance service delivery
Qualifications
- Minimum 2 years in high-volume BPO or contact center environment
- Fluent English with neutral accent and clear articulation
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities with analytical mindset
- Proven track record of meeting/exceeding KPIs (CSAT, FCR, AHT)
- Relevant certification in customer service or business process management