Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and become the voice of excellence! We're revolutionizing BPO services with cutting-edge technology and employee-first culture. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths. Our state-of-the-art Makati facility offers flexible schedules, wellness programs, and dynamic team environments. Be part of a company that invests in your growth through continuous training and leadership development opportunities.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with exceptional resolution rates
- Mentor junior agents and implement quality improvement initiatives
- Analyze customer feedback to drive service enhancements
- Collaborate with cross-functional teams to resolve escalated issues
- Utilize CRM systems to document interactions and track performance metrics
- Participate in process optimization projects for operational efficiency
Qualifications
- Minimum 3 years BPO/customer service experience
- Fluent in English with excellent communication skills
- Proficiency in CRM platforms (Salesforce preferred)
- Strong problem-solving and conflict resolution abilities
- Proven leadership experience in team settings
- Ability to work flexible schedules including weekends
- College degree or equivalent professional certification