Job Description
Join NexusBPO Solutions as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking dynamic professionals to lead our premium support team in delivering exceptional service to Fortune 500 clients. Enjoy competitive compensation, comprehensive benefits, and rapid career growth in a cutting-edge environment.
As a key player in our operations, you'll handle complex customer interactions, mentor new agents, and drive process improvements. Our state-of-the-art facility in Makati offers flexible schedules, performance bonuses, and regular team-building activities. We invest in your development through continuous training programs and leadership workshops.
Why NexusBPO? We pride ourselves on fostering a culture of excellence, innovation, and work-life balance. Our employees report 95% satisfaction with our career advancement opportunities. If you're passionate about customer service and ready to elevate your career, this is your moment.
Responsibilities
- Manage high-priority customer escalations with empathy and professionalism
- Mentor 5-7 junior agents through coaching sessions and performance reviews
- Develop and implement SOP improvements to enhance service quality
- Analyze call metrics to identify training gaps and process bottlenecks
- Collaborate with IT and QA teams to resolve technical service issues
- Conduct weekly team huddles to share best practices and motivate staff
- Participate in client satisfaction surveys and action planning
Qualifications
- 3+ years in customer service with 1+ years in team leadership
- Fluent in English with exceptional verbal/written communication
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong analytical skills with experience in call metric interpretation
- Certification in conflict resolution or customer experience preferred
- Ability to work night shifts and flexible schedules
- Proven track record of exceeding KPIs (CSAT, FCR, AHT)