Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! We're seeking passionate professionals to elevate client satisfaction through seamless omnichannel support. Enjoy competitive compensation, comprehensive training, and rapid career advancement in a dynamic, tech-driven environment. What you'll gain: Industry-leading benefits, performance-based incentives, and opportunities for international client exposure. Why us? We're a certified Great Place to Work with 95% employee retention and industry-leading NPS scores.
Responsibilities
- Deliver exceptional customer service via phone, email, and chat channels
- Resolve complex technical issues with 95% first-contact resolution
- Document interactions accurately in CRM systems
- Coach junior agents on best practices
- Analyze customer feedback to improve service quality
- Collaborate with product teams to enhance user experience
- Meet/exceed KPIs for CSAT, AHT, and quality scores
Qualifications
- 3+ years in BPO/Customer Service leadership role
- Fluent in English with neutral accent
- Advanced proficiency in Zendesk/Salesforce
- Proven problem-solving with complex technical issues
- Strong conflict resolution and emotional intelligence
- Willingness to work night shifts (US timezone coverage)
- Relevant certification in Customer Experience preferred