Job Description
Are you looking to accelerate your career in a dynamic, high-growth environment? Nexus Global Solutions is seeking an articulate and empathetic Customer Success Specialist to join our elite BPO team in Taguig. We prioritize professional growth, offering industry-leading training programs and a vibrant office culture.
You will be the voice of our premium clients, providing world-class support and ensuring every interaction leaves a lasting positive impression.
Responsibilities
- Handle inbound customer inquiries via phone, email, and live chat with high efficiency.
- Resolve complex product or service issues by applying critical thinking and established troubleshooting protocols.
- Maintain a deep understanding of client products to provide accurate and relevant information.
- Document customer interactions meticulously in our CRM system to track trends and improve service levels.
- Meet and exceed individual and team-based KPIs, including CSAT scores and Average Handle Time.
- Collaborate with cross-functional teams to escalate urgent technical concerns for faster resolution.
- Participate in ongoing coaching sessions to refine communication and negotiation skills.
Qualifications
- Bachelor’s degree or equivalent experience in a customer-facing role.
- Minimum 1 year of experience in a BPO or call center environment.
- Exceptional verbal and written English communication skills.
- Proven ability to remain calm and professional under pressure.
- Proficiency in basic computer navigation and CRM software.
- Flexibility to work on shifting schedules, including weekends and holidays.
- Strong problem-solving aptitude and a passion for customer advocacy.