Job Description
Are you a natural communicator with a passion for problem-solving? Nexus BPO Solutions is expanding our elite Customer Success team in Quezon City. We partner with world-class tech brands to deliver seamless support experiences. Join a high-performance culture that values your growth, offers competitive benefits, and provides a modern, collaborative workspace.
You will be at the heart of our operations, acting as the primary bridge between our clients and their global customer base.
Responsibilities
- Handle high-volume inbound inquiries via phone, email, and live chat with professionalism and empathy.
- Troubleshoot technical issues by navigating proprietary software and knowledge base documentation.
- Maintain a high First Call Resolution (FCR) rate while adhering to quality assurance standards.
- Document customer interactions accurately in our CRM system for internal tracking and analytics.
- Collaborate with cross-functional teams to escalate complex technical bugs or service interruptions.
- Participate in ongoing training sessions to stay updated on product features and company policy changes.
- Meet and exceed monthly Key Performance Indicators (KPIs) related to customer satisfaction (CSAT) and efficiency.
Qualifications
- Completed at least 2 years of college or possess a Vocational Diploma in a related field.
- Minimum of 1 year of experience in a BPO, call center, or customer-facing role.
- Exceptional verbal and written English communication skills.
- Strong computer literacy and the ability to multitask across multiple software applications.
- Proven ability to remain calm and composed in high-pressure, fast-paced environments.
- Flexible to work on shifting schedules, including weekends and holidays.
- Strong analytical and critical thinking abilities.