Job Description
Join Nexus Solutions Inc., a leader in digital transformation, as we revolutionize customer engagement across North America. We're seeking a passionate Senior Customer Experience Specialist to elevate our service delivery and drive customer loyalty. This role combines strategic problem-solving with empathetic communication in a fast-paced, tech-driven environment. Enjoy competitive benefits, professional development opportunities, and a culture that values innovation and employee growth.
Responsibilities
- Manage complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Develop and implement customer retention strategies using CRM analytics
- Train and mentor junior support agents on best practices
- Collaborate with product teams to identify service improvement opportunities
- Maintain detailed customer interaction records in Salesforce
- Lead cross-functional projects to enhance service quality
Qualifications
- 3+ years of B2B customer experience experience in tech or SaaS
- Proficiency with Salesforce and Zendesk platforms
- Proven ability to de-escalate high-stakes customer situations
- Excellent written and verbal communication skills
- Experience training customer service teams
- CRM certification (Salesforce/Zendesk preferred)