Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're a leading BPO partner for Fortune 500 companies, committed to delivering exceptional service through innovation and employee development. Enjoy competitive compensation, comprehensive benefits, and a dynamic work environment in our state-of-the-art Makati facility. Advance your career with our mentorship programs and performance-based incentives.
Responsibilities
- Manage high-volume inbound/outbound calls for premium clients with 95%+ quality assurance
- Resolve complex customer inquiries across multiple channels (phone, email, chat) within 8-minute SLA
- Mentor junior agents on communication techniques and CRM systems (Salesforce, Zendesk)
- Implement process improvements to increase first-contact resolution rates
- Collaborate with quality assurance teams to refine service standards
- Generate daily performance reports using analytics dashboards
- Participate in cross-functional projects for client-specific solutions
Qualifications
- 3+ years in high-complexity BPO or customer service environment
- Advanced proficiency in English with neutral accent certification
- Expertise in CRM platforms (Salesforce, Zendesk) and analytics tools
- Proven ability to handle escalations with emotional intelligence
- Experience in team leadership or mentorship roles
- Willingness to work in rotational shifts (including nights/weekends)
- Bachelor's degree in Business, Communications, or related field
- ISO 9001 quality management certification preferred