Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At Nexus Global Solutions, we're revolutionizing client interactions through cutting-edge technology and human-centric service. This full-time role offers career growth, competitive benefits, and the opportunity to impact millions of customers daily.
Our Makati City headquarters features modern workspaces, wellness programs, and a collaborative culture recognized as a Great Place to Work®. Enjoy performance bonuses, medical coverage, and continuous learning opportunities in our state-of-the-art contact center.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Mentor junior agents and contribute to quality improvement initiatives
- Utilize CRM tools to document interactions and resolve escalations within SLAs
- Analyze customer feedback to identify process enhancement opportunities
- Collaborate with cross-functional teams to improve service delivery
- Adhere to strict compliance standards and data security protocols
- Participate in quarterly service recovery programs
Qualifications
- 3+ years in customer service with BPO/call center experience
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office
- Exceptional communication skills in English and Tagalog
- Ability to navigate multiple systems simultaneously
- Proven problem-solving skills with conflict resolution expertise
- Willingness to work flexible schedules including weekends
- College degree preferred or equivalent professional certification
- Experience in high-volume transactional environments