Job Description
Join Nexus Global Solutions, a premier BPO leader revolutionizing customer engagement in the Asia-Pacific region. We're seeking dynamic Senior Customer Experience Specialists to drive exceptional service delivery in our Makati operations. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in a fast-paced digital environment.
Responsibilities
- Deliver premium multi-channel support via phone, email, and chat with 95%+ CSAT
- Mentor junior agents through quality assurance initiatives and performance coaching
- Resolve complex escalations using CRM tools (Salesforce, Zendesk)
- Analyze customer interaction data to identify service improvement opportunities
- Implement continuous process optimization for client-specific workflows
- Collaborate with product teams to provide customer feedback insights
Qualifications
- 3+ years in BPO/CX roles with proven leadership experience
- Expertise in CRM platforms and omnichannel communication systems
- Fluent in English with neutral accent; Tagalog proficiency required
- Advanced problem-solving skills with conflict resolution certification
- Ability to maintain composure under high-volume customer interactions
- Willingness to work flexible schedules including weekends
- Proficient in Microsoft Office and data visualization tools