Job Description
Are you a people-person with a knack for problem-solving? Nexus Digital BPO is looking for a Bilingual Customer Success Specialist to join our elite support team. We are a fast-growing BPO company helping global brands deliver world-class service to their clients.
In this role, you won't just be answering tickets; you'll be building relationships, resolving complex issues, and becoming the voice of our brand. We offer a competitive salary, performance bonuses, and a vibrant work culture that prioritizes growth and well-being.
Why Join Us?
- Competitive Compensation: Earn between PHP 25,000 - PHP 40,000/month.
- Growth Opportunities: Clear pathways to Team Lead and Account Management roles.
- Modern Benefits: Health insurance, HMO, and paid training.
- Flexible Environment: Hybrid work options available after probation.
Responsibilities
- Manage Inbound & Outbound Inquiries: Professionally handle customer calls, emails, and chats to resolve issues efficiently and accurately.
- Product Expertise: Demonstrate deep knowledge of our client's products/services to provide accurate information and solutions.
- CRM Management: Log all interactions into the CRM system (Zendesk/Salesforce) ensuring 100% data accuracy and compliance.
- Problem Resolution: Take ownership of customer complaints, escalating complex issues to supervisors when necessary while striving for first-call resolution.
- Upselling & Cross-selling: Identify opportunities to recommend additional services or products to enhance the customer's experience.
- Adherence to SLA: Meet and exceed Key Performance Indicators (KPIs) regarding call handling time and customer satisfaction scores.
Qualifications
- Education: Bachelor’s Degree in any field or High School Diploma with relevant BPO experience.
- Languages: Fluent in English (Written & Verbal) with a neutral accent. Proficiency in Tagalog is a plus.
- Experience: Minimum 1 year of experience in a call center, BPO, or customer support role is preferred.
- Skills: Strong typing speed (35-45 WPM) and excellent computer navigation skills.
- Soft Skills: Patient, empathetic, and able to remain calm under pressure.
- Availability: Willing to work on shifting schedules (Rotating Day/Night shifts).