Job Description
Join Nexus Global Solutions, a leading BPO innovator, as a Customer Experience Specialist in our Manila hub. We empower professionals to deliver exceptional service while building rewarding careers. Enjoy competitive compensation, comprehensive benefits, and a vibrant workplace culture focused on growth and recognition. Our state-of-the-art facility offers flexible schedules, wellness programs, and career advancement pathways.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with empathy and efficiency
- Resolve complex customer issues using CRM tools and established protocols
- Document interactions accurately in Salesforce and maintain call quality standards
- Collaborate with cross-functional teams to improve service processes
- Meet/exceed KPIs for resolution rate, customer satisfaction (CSAT), and handle time
- Participate in ongoing training to enhance product knowledge and soft skills
Qualifications
- High school diploma with 1+ years customer service experience
- Fluent in English with neutral accent and clear communication style
- Proficient in Windows OS and typing speed of 30+ WPM
- Strong problem-solving abilities with conflict resolution aptitude
- Adaptable to rotating shifts (including weekends/nights)
- Previous BPO/Call Center experience preferred
- Basic knowledge of CRM platforms (e.g., Salesforce, Zendesk)