Job Description
Join NexusConnect Solutions, a premier BPO leader revolutionizing customer engagement across Asia. We're seeking dynamic Senior Customer Experience Specialists to elevate service excellence for Fortune 500 clients. Enjoy industry-leading training, career advancement pathways, and a vibrant work culture that celebrates innovation and growth. Your expertise will directly shape our clients' customer journeys while unlocking your professional potential.
Responsibilities
- Deliver exceptional multi-channel support via phone, email, and chat for high-value accounts
- Resolve complex customer escalations with empathy and problem-solving expertise
- Maintain 95%+ CSAT scores while meeting KPIs for AHT and FCR
- Train and mentor new agents on service protocols and product knowledge
- Collaborate with QA teams to refine service standards and training materials
- Analyze customer feedback trends to implement process improvements
- Utilize Salesforce and CRM tools for accurate documentation and reporting
Qualifications
- 3+ years in BPO/call center environment with senior-level experience
- Proven track record of exceeding CSAT and performance metrics
- Expertise in CRM platforms (Salesforce preferred) and ticketing systems
- Fluent in English with exceptional written and verbal communication
- Certification in conflict resolution or customer service management
- Ability to thrive in fast-paced, target-driven environments
- Strong analytical skills for process optimization and trend identification
- Experience leading cross-functional improvement projects