Job Description
Join Nexus Global Solutions, a leading BPO provider delivering exceptional customer experiences to Fortune 500 clients. We're seeking passionate Senior Customer Experience Specialists to elevate our service standards in our Quezon City operations. Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in a dynamic, inclusive environment.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve escalated issues with minimal supervision while maintaining SLAs
- Mentor junior agents and contribute to process improvement initiatives
- Utilize CRM systems to document interactions and track resolution metrics
- Identify trends and provide actionable insights to enhance service quality
- Collaborate with cross-functional teams to resolve systemic issues
- Adhere to compliance protocols and data security standards
Qualifications
- 3+ years in customer service or call center environment
- Proven track record in handling difficult customer situations
- Advanced proficiency in English (both written and verbal)
- Strong problem-solving and conflict resolution skills
- Experience with Zendesk, Salesforce, or similar CRM platforms
- Ability to multitask in fast-paced digital environments
- Relevant certification in customer service management preferred