Job Description
Join our award-winning BPO powerhouse where innovation meets exceptional customer service! Nexus Global Solutions is seeking a dynamic Senior Customer Experience Specialist to elevate our global client partnerships. In this pivotal role, you'll drive customer satisfaction through personalized interactions, process optimization, and strategic problem-solving. We offer industry-leading training, career advancement pathways, and a vibrant culture that celebrates excellence. If you're passionate about transforming customer journeys and thrive in fast-paced environments, this is your opportunity to shine in Manila's premier BPO hub.
Responsibilities
- Manage complex customer escalations with empathy and resolution-focused solutions
- Coach junior agents on communication techniques and service excellence standards
- Analyze customer interaction data to identify process improvement opportunities
- Develop and implement customer retention strategies for high-value accounts
- Collaborate with cross-functional teams to enhance service delivery systems
- Maintain 98%+ customer satisfaction score through proactive engagement
- Lead quality assurance initiatives and performance reviews
Qualifications
- Minimum 3 years BPO/customer service experience with leadership exposure
- Fluency in English and Filipino with exceptional communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and analytics tools
- Certification in conflict resolution or customer experience management preferred
- Proven track record of meeting/exceeding KPIs (CSAT, FCR, AHT)
- Ability to work flexible shifts including weekends and holidays
- Strong problem-solving mindset with data-driven decision abilities