Job Description
Join our award-winning customer experience team at Nexus BPO Solutions! We're seeking passionate individuals to deliver exceptional service to Fortune 500 clients in a dynamic, fast-paced environment. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths in the heart of Manila's premier business district.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ accuracy
- Resolve complex issues using CRM tools and established escalation protocols
- Meet/exceed KPIs including AHT, CSAT, and first-call resolution metrics
- Document interactions meticulously in Salesforce and maintain data integrity
- Collaborate with technical teams to resolve system-related customer concerns
- Participate in bi-weekly coaching sessions and continuous improvement initiatives
- Contribute to knowledge base updates and process optimization projects
Qualifications
- Minimum 1 year customer service experience in BPO or high-volume contact center
- Proficiency in Microsoft Office and CRM platforms (Salesforce preferred)
- Fluent English communication with neutral accent and clear articulation
- Strong problem-solving skills with ability to de-escalate tense situations
- Flexible availability to work rotating shifts including weekends/holidays
- College degree or relevant vocational certification (or equivalent experience)
- Typing speed of 35+ WPM with 98% accuracy