Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and elevate our clients' journey from ordinary to exceptional. We're revolutionizing BPO services with cutting-edge AI-human collaboration platforms, offering a dynamic environment where your problem-solving skills directly impact global brands.
As a cornerstone of our elite CX team, you'll handle complex client escalations with empathy and precision while mentoring new agents. Our comprehensive benefits package includes:
- Industry-leading performance bonuses
- Continuous professional development certifications
- Flexible hybrid work arrangements
- Health and wellness stipends
Be part of a company recognized as Philippines' Top Employer 2023!
Responsibilities
- Manage Tier-3 customer escalations across multiple channels (voice, chat, email)
- Implement AI-assisted resolution protocols for complex technical issues
- Train and mentor junior specialists on advanced communication techniques
- Analyze customer interaction data to identify process improvement opportunities
- Collaborate with product teams to enhance client experience workflows
- Maintain 98%+ customer satisfaction metrics through personalized solutions
- Document knowledge base articles for team-wide knowledge sharing
Qualifications
- Minimum 3 years in high-volume BPO/CX environment
- Advanced English proficiency with neutral accent certification
- CRM expertise (Salesforce, Zendesk) and data analytics literacy
- Conflict resolution certification (e.g., CAPS or equivalent)
- Experience with AI-powered customer service platforms
- Proven ability to maintain composure under high-pressure situations
- College degree in Business, Communications, or related field
- Typing speed minimum 50 WPM with 95% accuracy