Job Description
Join our award-winning BPO team at Nexus Global Solutions, where we transform customer interactions into memorable experiences. As a Customer Experience Specialist, you'll be the voice of leading international brands, delivering exceptional service through multiple channels. We offer comprehensive training, career advancement pathways, and a dynamic, inclusive workplace culture. Our state-of-the-art Makati facility features ergonomic workstations, recreational areas, and wellness programs to support your professional growth and well-being.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with exceptional professionalism
- Resolve customer issues efficiently by leveraging CRM tools and knowledge base resources
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
- Document interactions accurately in CRM systems while maintaining data integrity
- Collaborate with cross-functional teams to process escalations and complex cases
- Participate in continuous improvement initiatives to enhance service quality
- Maintain comprehensive product knowledge through ongoing training modules
Qualifications
- High school diploma or equivalent; college graduates preferred
- Minimum 1 year customer service experience in BPO/contact center environment
- Excellent command of written and spoken English with neutral accent
- Proficient in Windows OS and typing speed of 30+ WPM
- Strong problem-solving abilities with attention to detail
- Adaptability to flexible schedules including night shifts/weekends
- Proven track record in meeting performance targets
- Basic understanding of CRM systems (Salesforce preferred)