Job Description
Join our award-winning customer experience team at NexusBPO Solutions, where we transform every interaction into an opportunity. As a Senior Customer Experience Specialist, you'll be the voice of global brands, delivering exceptional service that drives loyalty and growth. We offer a dynamic, supportive environment with cutting-edge technology and clear career progression paths.
Why NexusBPO? We pride ourselves on our inclusive culture, competitive compensation packages, and commitment to your professional development. Enjoy comprehensive training, performance-based incentives, and opportunities to specialize in high-demand industries.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with exceptional resolution rates
- Build rapport with clients while maintaining brand voice and service standards
- Collaborate with cross-functional teams to resolve escalated issues efficiently
- Document interactions accurately in CRM systems and contribute to process improvements
- Maintain performance metrics including CSAT, FCR, and AHT targets
- Mentor junior team members and share best practices
- Participate in quality assurance reviews and training sessions
Qualifications
- Minimum 2 years experience in BPO/call center environment
- Excellent command of English and Tagalog (written and verbal)
- Proficient in CRM platforms (e.g., Salesforce, Zendesk)
- Strong problem-solving and conflict resolution skills
- Ability to multitask in fast-paced digital and voice channels
- Proven track record of meeting/exceeding KPIs
- Flexible to work on rotational shifts including weekends
- College degree preferred (Business/Communications majors)