Job Description
Are you a problem-solver who thrives on turning frustrated customers into brand advocates? Nexus Support Solutions is looking for a Sr. Customer Experience Specialist to join our elite team in Toronto. We are dedicated to delivering world-class support and shaping the future of client relations.
As part of our high-performance culture, you will be at the forefront of customer satisfaction, handling complex inquiries with empathy and efficiency.
Why Join Us?
- Hybrid work model (3 days in-office, 2 remote).
- Comprehensive health and dental benefits.
- Continuous professional development and mentorship programs.
- Competitive salary with annual performance bonuses.
Responsibilities
- Resolve Complex Inquiries: Manage high-priority customer escalations via phone, email, and live chat with a focus on first-contact resolution.
- Champion the Voice of the Customer: Identify trends in customer feedback and collaborate with product teams to drive product improvements.
- Optimize Support Workflows: Continuously refine standard operating procedures (SOPs) to enhance efficiency and customer journey mapping.
- Mentor Junior Staff: Conduct training sessions and provide guidance to new support representatives to ensure team-wide excellence.
- CRM Management: Maintain accurate, up-to-date records in our CRM systems (Salesforce/Zendesk) to ensure seamless handoffs.
Qualifications
- Experience: Minimum of 3-5 years in customer service, technical support, or client relations.
- Bilingual: Proficiency in English (mandatory) and French (asset) is required.
- Communication: Exceptional written and verbal communication skills with a polished, professional tone.
- Technical Proficiency: Comfortable navigating CRM software, ticketing systems, and remote collaboration tools.
- Problem-Solving: Strong analytical skills with the ability to de-escalate tense situations effectively.