Job Description
Are you a communication powerhouse with a passion for delivering world-class service? NexGen Global Solutions is seeking a Senior Customer Experience Specialist to join our elite team in Quezon City. We don't just answer phones; we create memorable experiences that define global brands.
As a key member of our BPO operations, you will handle complex inquiries, provide technical solutions, and maintain the highest standards of client satisfaction. We offer a modern workspace, industry-leading compensation, and a culture that celebrates your success. If you are ready to elevate your career in the BPO industry with a company that values innovation and excellence, we want to hear from you.
Responsibilities
- Manage high-volume inbound inquiries via phone, email, and live chat with precision and professionalism.
- Troubleshoot complex technical issues and provide step-by-step guidance to international clients.
- Maintain a high First Call Resolution (FCR) rate while ensuring exceptional quality scores.
- Document all customer interactions accurately within the Salesforce CRM platform.
- Mentor junior associates on communication best practices and account-specific knowledge.
- Proactively identify and escalate systemic issues to the operations leadership team.
- Contribute to continuous improvement initiatives to enhance the overall customer journey.
Qualifications
- Minimum 2 years of experience in an international voice account within the BPO industry.
- Excellent verbal and written English communication skills with a focus on empathy and clarity.
- Proven track record of consistently meeting or exceeding performance KPIs such as AHT, CSAT, and NPS.
- Strong proficiency in CRM tools such as Zendesk, Salesforce, or Oracle.
- Willingness to work on shifting schedules, including graveyard shifts and holidays.
- Completed at least 2 years of college education or equivalent professional certification.
- Strong analytical and problem-solving skills in a fast-paced, high-pressure environment.