Job Description
Join NexusConnect Solutions, a premier BPO partner leading digital transformation for global brands. We're seeking passionate Customer Experience Specialists to deliver exceptional service across voice and digital channels. Enjoy comprehensive training, career advancement pathways, and a vibrant workplace culture that celebrates innovation and teamwork. Our state-of-the-art Makati facility offers modern amenities and flexible scheduling options to support work-life balance.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ accuracy
- Resolve complex customer issues using CRM systems and knowledge bases
- Meet/exceed KPIs including CSAT (target: 90%), FCR (target: 85%), and AHT (target: 180s)
- Document interactions meticulously in Salesforce and escalate critical cases
- Participate in continuous improvement initiatives for process optimization
- Maintain product expertise through weekly training modules
Qualifications
- College degree or equivalent vocational certification
- Minimum 1 year BPO/Customer Service experience
- Proficient in English with neutral accent (written/spoken)
- Strong typing speed (40+ WPM) and MS Office proficiency
- Experience with Salesforce or Zendesk preferred
- Ability to work rotating shifts (including weekends)
- Problem-solving mindset with conflict resolution skills