Job Description
Join Nexus Global Solutions as a Customer Experience Specialist and transform how businesses interact with their clients. We're a multi-award-winning BPO partner for Fortune 500 companies, offering industry-leading training and career progression paths. Our state-of-the-art Makati facility features collaborative workspaces, wellness programs, and performance-based incentives that reward excellence.
This role is perfect for motivated individuals seeking to develop communication, problem-solving, and digital skills while contributing to meaningful global customer interactions. We value diversity and provide comprehensive onboarding including cultural immersion workshops and technical certification programs.
Responsibilities
- Handle inbound/outbound customer inquiries via voice, chat, and email channels with 95%+ satisfaction metrics
- Resolve complex customer issues using CRM systems and knowledge base tools
- Document interactions accurately in Salesforce and maintain compliance with GDPR/PIPL standards
- Collaborate with technical teams to escalate unresolved issues within SLA timeframes
- Participate in continuous improvement initiatives through feedback collection
- Maintain product knowledge certifications through quarterly training modules
Qualifications
- Minimum 1 year customer service or call center experience
- Excellent English communication skills (verbal/written) with neutral accent
- Proficient in Microsoft Office Suite and CRM platforms (Salesforce preferred)
- Type 35+ WPM with high accuracy in data entry tasks
- Ability to work in rotating shifts including graveyard schedules
- College degree or relevant vocational certification (e.g., NCII)