Job Description
Join Nexus Global Solutions as a Senior Customer Experience Specialist and elevate our clients' service excellence. We're seeking passionate professionals to handle premium accounts for Fortune 500 companies in the tech and e-commerce sectors. Enjoy comprehensive training, career advancement pathways, and a dynamic work environment in our state-of-the-art Makati facility.
What We Offer:
• Competitive salary with performance bonuses
• Health insurance + HMO coverage
• Career development programs
• Flexible hybrid work options
• Quarterly team-building activities
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email)
- Resolve escalated issues with empathy and efficiency
- Maintain 95%+ customer satisfaction score targets
- Document interactions and provide actionable insights
- Mentor junior agents on best practices
- Collaborate with product teams to improve service offerings
- Adhere to strict SLA and compliance standards
Qualifications
- Minimum 3 years in customer service/BPO environment
- Fluent in English with neutral accent
- Proficient in CRM platforms (Salesforce preferred)
- Strong problem-solving and conflict resolution skills
- Ability to work night shifts/rotational schedules
- College degree preferred (not required with experience)
- Willingness to complete product certification training