Job Description
Join Nexus Global Solutions, a premier BPO leader serving Fortune 500 clients, as we revolutionize customer experience in the digital age. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in our state-of-the-art Makati facility. Enjoy comprehensive benefits, performance bonuses, and clear career progression pathways.
Why Nexus? 🌟 Industry-leading training programs, flexible hybrid work options, and a culture where your growth is prioritized. Become part of a team that values innovation and recognizes achievements.
Responsibilities
- Manage complex customer inquiries across multiple digital channels (voice, chat, email) with empathy and efficiency
- Resolve escalated issues with 95%+ first-contact resolution rate
- Maintain detailed documentation in CRM systems while ensuring data integrity
- Collaborate with technical teams to resolve systemic product issues
- Contribute to process improvement initiatives through root cause analysis
- Mentor junior team members on best practices and company standards
- Meet or exceed KPIs including CSAT, AHT, and quality scores
Qualifications
- Minimum 2 years BPO/call center experience with proven leadership potential
- Exceptional communication skills in English with neutral accent
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities with analytical mindset
- Ability to thrive in fast-paced, target-driven environments
- College degree or equivalent vocational certification preferred
- Willingness to work on rotating shifts (including nights/weekends)