Job Description
Join NexusBPO Solutions, the Philippines' premier BPO partner for Fortune 500 companies. We're seeking dynamic Senior Customer Experience Specialists to elevate our client's service excellence. Enjoy industry-leading compensation, comprehensive benefits, and career growth opportunities in our state-of-the-art Makati facility. Our team culture celebrates innovation, recognition, and work-life balance.
As a key player in our CX division, you'll handle complex customer interactions across multiple channels while driving process improvements. We invest heavily in your development through continuous training and certification programs.
Responsibilities
- Manage high-priority customer escalations with empathy and resolution-focused communication
- Mentor junior agents and contribute to knowledge base documentation
- Analyze customer feedback trends to identify service enhancement opportunities
- Collaborate with cross-functional teams to optimize service workflows
- Maintain 98%+ customer satisfaction metrics while meeting SLA targets
- Lead quality assurance initiatives and process improvement projects
- Act as escalation point for complex technical and billing inquiries
Qualifications
- Minimum 3 years experience in high-volume contact center/BPO environment
- Proven track record in customer retention and conflict resolution
- Advanced proficiency in CRM systems (Salesforce, Zendesk preferred)
- Fluent English communication with neutral accent proficiency
- Strong analytical skills with data-driven decision-making ability
- Project management experience in process optimization initiatives
- Relevant certifications in customer experience or contact center management
- Ability to work flexible shifts including weekends and holidays