Job Description
Join NexusBPO Solutions, the award-winning BPO leader transforming global customer engagement! We're seeking a dynamic Senior Customer Experience Specialist to elevate our clients' digital interactions while advancing your career in our state-of-the-art Makati headquarters. Enjoy industry-leading compensation, comprehensive benefits including health insurance and retirement plans, and a culture that champions innovation and work-life balance.
As a cornerstone of our elite client support team, you'll leverage cutting-edge CRM tools and AI-powered platforms to deliver exceptional service. Our performance-driven environment offers clear pathways to leadership roles with quarterly bonuses and skill development stipends. Experience the perfect blend of challenge and growth in a workplace recognized as Philippines' Best BPO Employer 2023.
Responsibilities
- Manage complex customer inquiries across digital channels (voice, chat, email) with 95%+ resolution rate
- Implement proactive retention strategies for high-value clients using data-driven insights
- Mentor junior agents through peer coaching and knowledge base contributions
- Optimize client workflows by documenting process improvements and best practices
- Collaborate with product teams to escalate systemic issues and enhance service tools
- Maintain compliance with ISO 27001 security protocols and client SLAs
- Generate performance reports highlighting customer satisfaction trends and opportunities
Qualifications
- Minimum 3 years in high-volume BPO/Customer Service environment
- Expertise in CRM platforms (Salesforce, Zendesk) and omnichannel support
- Fluency in English with neutral accent; proficiency in Tagalog required
- Certification in conflict resolution and emotional intelligence (preferred)
- Ability to analyze customer behavior data using basic SQL or analytics tools
- Proven track record of achieving/exceeding KPIs (CSAT, FCR, AHT)
- Experience in cross-cultural communication and international client handling
- Strong problem-solving skills with data-driven decision-making approach