Job Description
Are you ready to elevate your career with a global leader in business process outsourcing? Nexus Solutions is seeking a high-performing Customer Success Specialist to join our elite team in Quezon City. We empower our employees with state-of-the-art facilities, industry-leading training, and a culture that values innovation and career growth.
In this role, you will act as the primary point of contact for international clients, ensuring a world-class customer experience while driving service excellence across multiple communication channels.
Responsibilities
- Manage high-volume inbound inquiries via voice, email, and live chat with professional precision.
- Resolve complex customer issues by navigating multiple proprietary CRM systems and internal knowledge bases.
- Maintain consistent CSAT and NPS scores by delivering personalized and empathetic service solutions.
- Collaborate with cross-functional teams to identify and escalate recurring technical or product-related trends.
- Document all customer interactions accurately to maintain database integrity and audit compliance.
- Provide proactive follow-ups to ensure long-term resolution and customer retention.
Qualifications
- Minimum of 2 years experience in a high-paced BPO or call center environment.
- Exceptional verbal and written communication skills in English with a neutral accent.
- Proven ability to troubleshoot technical problems and multitask across various software platforms.
- Demonstrated history of meeting or exceeding Key Performance Indicators (KPIs).
- Proficiency in CRM tools such as Salesforce, Zendesk, or Freshdesk is highly advantageous.
- Ability to work in a shifting schedule including nights, weekends, and holidays.