Job Description
Are you a natural communicator with a passion for problem-solving? NexusConnect is seeking a high-energy Customer Success Specialist to join our global team in Quezon City. We provide a premium work environment, top-tier health benefits, and a clear path for professional advancement in the fast-paced BPO industry.
As part of our elite support squad, you will serve as the voice of our brand, ensuring every interaction leaves a lasting positive impression.
Responsibilities
- Handle inbound customer inquiries via phone, email, and live chat with professionalism.
- Resolve complex product issues while maintaining high customer satisfaction scores (CSAT).
- Document all customer interactions accurately within our CRM system.
- Collaborate with cross-functional teams to escalate critical technical bugs or service gaps.
- Meet and exceed monthly performance metrics, including Average Handle Time and First Call Resolution.
- Stay updated on product knowledge to provide accurate and relevant guidance to users.
Qualifications
- Minimum of 1 year experience in a BPO or Customer Service environment.
- Exceptional verbal and written English communication skills.
- Proficiency in navigating multiple digital applications and CRM software simultaneously.
- Strong problem-solving abilities and a calm demeanor under pressure.
- Ability to work in a shifting schedule environment, including weekends and holidays.
- Must be able to work on-site at our Quezon City headquarters.
- High school diploma or equivalent; college degree preferred.