Job Description
Join Nexus Global Solutions, a leading BPO innovator, as we revolutionize customer engagement across Asia-Pacific. We're seeking dynamic Customer Experience Specialists to deliver exceptional support through voice, chat, and email channels. Our state-of-the-art Makati center offers collaborative workspaces, comprehensive benefits, and clear growth paths. Perfect for professionals seeking impact in a fast-paced environment.
Responsibilities
- Handle inbound/outbound customer inquiries with empathy and efficiency
- Resolve complex issues using CRM tools and knowledge bases
- Meet/exceed performance metrics (CSAT, AHT, FCR)
- Document interactions accurately in Salesforce and Zendesk
- Collaborate with team leads to improve service protocols
- Participate in quarterly training for product updates
- Identify process improvement opportunities
Qualifications
- 1+ years in customer service or BPO environment
- Fluent in English with neutral accent
- Proficient in Microsoft Office and CRM systems
- Strong problem-solving and multitasking abilities
- Resilience under pressure and adaptability to shift work
- College degree or equivalent vocational certification
- Basic knowledge of Spanish/Japanese is advantageous
- Valid NBI clearance required