Job Description
Join Nexus Global Solutions, an award-winning BPO leader, and transform customer interactions into unforgettable experiences. We're seeking dynamic Senior Customer Experience Specialists to represent world-class brands in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths in a supportive, high-energy environment.
Responsibilities
- Handle complex customer inquiries via voice, email, and chat with exceptional problem-solving skills
- Exceed performance metrics in First Contact Resolution (FCR) and Customer Satisfaction (CSAT)
- Maintain detailed documentation of interactions in Salesforce and CRM systems
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in quality assurance reviews and process improvement initiatives
- Mentor junior agents on best practices and compliance standards
- Contribute to team targets for efficiency and customer retention
Qualifications
- Minimum 2 years in customer service/voice support roles
- Proven track record meeting/exceeding KPIs in BPO environment
- Exceptional communication skills in English and Tagalog
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Ability to navigate multiple systems simultaneously
- Strong conflict resolution and de-escalation techniques
- Flexible availability including weekends and holidays
- College degree preferred or equivalent professional certification