Job Description
Join Nexus BPO Solutions as a Senior Customer Experience Specialist and become the voice of excellence in Southeast Asia's premier contact center. We're seeking passionate individuals to deliver world-class service to Fortune 500 clients in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and clear career progression pathways in our state-of-the-art Makati facility.
Responsibilities
- Handle complex customer inquiries with empathy and efficiency across multiple communication channels
- Mentor junior agents and contribute to team performance optimization
- Identify process improvement opportunities and implement best practices
- Maintain detailed documentation of client interactions and resolution metrics
- Collaborate with quality assurance teams to enhance service standards
- Proactively upsell premium services while maintaining customer satisfaction
Qualifications
- 3+ years in customer service or contact center environment
- Fluency in English and Tagalog with exceptional communication skills
- Experience with CRM platforms (Salesforce, Zendesk) and VoIP systems
- Proven ability to handle high-pressure situations with composure
- Strong analytical skills for data-driven decision making
- Relevant certification in customer service management preferred