Job Description
Join Nexus Global Solutions, a premier BPO partner serving Fortune 500 clients, as we revolutionize customer experience in the digital age. We're seeking dynamic individuals to join our award-winning team in Makati City, where innovation meets excellence. Enjoy competitive compensation, comprehensive benefits, and clear career progression pathways in a modern, collaborative environment.
What We Offer:
- Industry-leading training and certification programs
- Health insurance and retirement plan
- Performance-based bonuses and incentives
- Flexible work arrangements post-probation
- Regular team-building events and recognition programs
Responsibilities
- Handle inbound/outbound calls, emails, and live chats with professionalism and empathy
- Resolve customer inquiries across multiple channels while maintaining SLAs
- Document interactions accurately in CRM systems and identify process improvement opportunities
- Collaborate with technical teams to resolve complex customer issues
- Adhere to compliance protocols and data security standards
- Contribute to team performance metrics (CSAT, FCR, AHT)
- Participate in continuous coaching and upskilling sessions
Qualifications
- College degree in any field (or equivalent experience)
- Minimum 6 months customer service/call center experience
- Exceptional English communication skills (written and verbal)
- Proficiency in CRM software (e.g., Salesforce, Zendesk)
- Strong problem-solving abilities and emotional intelligence
- Ability to work rotating shifts (including weekends)
- Intermediate computer literacy with typing speed of 30+ WPM
- Philippine citizenship with valid NBI clearance