Job Description
Join Nexus Global Solutions, a premier BPO leader transforming customer engagement across Asia. We're seeking dynamic Senior Customer Experience Specialists to elevate service excellence for Fortune 500 clients in the tech and finance sectors. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in our state-of-the-art Makati facility.
Why Nexus Global?
- Industry-leading training programs
- Clear career progression paths
- International exposure opportunities
- Modern work environment with premium amenities
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Resolve escalated issues with empathy and solution-oriented mindset
- Maintain 95%+ customer satisfaction metrics
- Document interactions and identify process improvement opportunities
- Train junior team members on new products and protocols
- Collaborate with QA teams to enhance service quality
- Adhere to strict SLAs and compliance standards
Qualifications
- Minimum 2 years BPO/call center experience in senior roles
- Fluent English proficiency with neutral accent
- Advanced problem-solving and conflict resolution skills
- Proficient in CRM systems (Salesforce, Zendesk)
- Strong analytical abilities with data interpretation
- Willingness to work on rotating shifts
- Bachelor's degree preferred
- Experience in fintech/tech support highly valued