Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and become the voice of excellence in Southeast Asia's premier BPO hub. We're seeking passionate professionals to transform customer interactions into memorable experiences while driving business growth in our award-winning contact center environment.
At Nexus Global, we invest in your career with industry-leading training, flexible scheduling options, and clear advancement paths. Our state-of-the-art Makati facility offers a vibrant, collaborative atmosphere where your communication skills directly impact global brands.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with exceptional problem-solving
- Maintain and exceed performance metrics including CSAT, FCR, and AHT targets
- Document interactions accurately in Salesforce CRM while maintaining data integrity
- Collaborate with cross-functional teams to resolve escalated issues
- Train junior agents on product knowledge and service protocols
- Analyze customer feedback to identify process improvement opportunities
- Adhere to PCI-DSS compliance standards for secure data handling
Qualifications
- Minimum 2 years BPO/call center experience with proven track record
- Fluent English communication with neutral accent
- Proficient in CRM platforms (Salesforce, Zendesk preferred)
- Exceptional conflict resolution and active listening skills
- Ability to multitask in high-pressure environments
- College degree or equivalent vocational certification
- Typing speed of 40+ WPM with 98% accuracy
- Flexible availability to cover rotational shifts