Job Description
Join the award-winning CX team at Nexus Global Solutions, where we transform customer interactions into lasting relationships. As a Senior Customer Experience Specialist, you'll drive our mission to deliver exceptional service across international markets. We offer industry-leading training, career advancement pathways, and a vibrant culture of innovation and recognition.
Our Manila operations hub serves Fortune 500 clients in tech, e-commerce, and finance. Enjoy modern facilities, wellness programs, and performance-based incentives including quarterly bonuses and international travel opportunities.
Responsibilities
- Handle complex customer escalations with empathy and resolution-focused communication
- Mentor new agents and contribute to continuous improvement of service protocols
- Utilize CRM tools to document interactions and identify process optimization opportunities
- Collaborate with cross-functional teams to resolve systemic service issues
- Monitor quality metrics and maintain 95%+ satisfaction score targets
- Participate in quarterly service innovation workshops
Qualifications
- 3+ years of BPO/customer service experience with proven performance metrics
- Fluent English with neutral accent and advanced business writing skills
- Certification in conflict resolution or customer psychology preferred
- Proficiency in Zendesk/Salesforce and real-time analytics platforms
- Ability to work flexible shifts including weekends and holidays
- Track record of exceeding KPIs in quality assurance and first-contact resolution