Job Description
Join NexusConnect Solutions as a Senior Customer Experience Specialist and become the heart of our client relationships! We're seeking a passionate advocate to transform customer interactions into memorable experiences in our fast-growing tech ecosystem. Enjoy comprehensive benefits, remote flexibility options, and a culture that celebrates innovation and employee growth. Your role will directly impact our Net Promoter Score while working with cutting-edge CRM platforms in a collaborative, award-winning environment.
Responsibilities
- Deliver exceptional multi-channel support via phone, email, and live chat with 95% customer satisfaction target
- Resolve complex technical issues for enterprise clients using Salesforce and Zendesk platforms
- Develop proactive retention strategies through personalized account reviews
- Collaborate with Product team to identify service improvement opportunities
- Mentor junior specialists through knowledge sharing sessions
- Analyze customer feedback trends and implement data-driven solutions
- Contribute to service documentation knowledge base
Qualifications
- 3+ years in B2B customer service with SaaS/tech experience
- Expertise in Salesforce Service Cloud and Zendesk administration
- Proven ability to resolve escalations and difficult situations
- Fluency in Spanish (written and verbal) required
- Strong analytical skills with data interpretation experience
- Certification in Customer Service Excellence (CCSE) preferred
- Proficient in Microsoft Office Suite and CRM analytics tools