Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and transform how businesses interact with their clients. We're a BPO leader driving digital transformation across Asia-Pacific, and we're seeking passionate professionals to elevate our service excellence. Enjoy industry-leading training, career advancement pathways, and a dynamic workplace culture that celebrates innovation.
Our Makati City hub offers state-of-the-art facilities, flexible scheduling options, and comprehensive benefits including health insurance, performance bonuses, and learning stipends. Be part of a team that values your growth while delivering world-class support to Fortune 500 clients.
Responsibilities
- Manage high-volume inbound/outbound communications across multiple channels (voice, chat, email)
- Resolve complex customer inquiries with empathy and efficiency while maintaining SLA targets
- Document interactions in CRM systems and identify process improvement opportunities
- Mentor junior agents and contribute to team performance initiatives
- Analyze customer feedback trends to inform service enhancements
- Collaborate with cross-functional teams on product/service optimization
Qualifications
- Minimum 2 years in BPO/Customer Service environment with proven performance metrics
- Exceptional written and verbal communication skills in English
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities and conflict resolution expertise
- Ability to work flexible shifts including weekends/holidays
- Relevant bachelor's degree or equivalent vocational certification
- Typing speed of 40+ WPM with 95% accuracy