Senior Customer Experience
Specialist.

About the Opportunity

As a Senior Customer Experience Specialist at Three Percent Elite, you will be on the front line of our international client brands — resolving complex inquiries, orchestrating high-satisfaction interactions, and mentoring junior agents to elevate team performance.

This role is designed for high-performers who take genuine pride in customer advocacy, possess sharp analytical empathy, and consistently deliver the extra 3% that defines our standard.

What You'll Do

• Deliver exceptional omnichannel customer support across voice, email, chat, and CRM platforms with native-level fluency.
• De-escalate and resolve high-tier customer inquiries with a primary focus on First Contact Resolution (FCR).
• Provide active peer-coaching and quality calibration support for junior customer support representatives.
• Accurately log customer intelligence, interaction notes, and bug reports within CRM and ticketing software.
• Proactively identify workflow bottlenecks and recommend process improvements to operations leadership.
• Consistently maintain individual performance KPIs exceeding 95% CSAT and strict QA targets.

What You'll Need

• Minimum 2+ years of verified experience in an international BPO or contact center environment.
• Flawless spoken and written English communication skills with clear, neutral diction.
• Proven track record of top-tier CSAT ratings and customer retention achievements.
• Strong emotional intelligence and calm problem-solving ability during critical customer escalations.
• Hands-on experience with modern CRM platforms (Zendesk, Salesforce, Freshdesk, HubSpot).
• Flexibility to work rotating shifts including night and weekend schedules.