Job Description
Are you a passionate communicator looking to make a real impact in a dynamic global environment? Nexus BPO Solutions is seeking a Senior BPO Customer Experience Specialist to join our elite support team in Manila.
We pride ourselves on delivering world-class service to clients across North America and Europe. In this role, you will be the voice of our brand, resolving complex inquiries and ensuring our clients feel valued every step of the way.
Why Join Us?
- Competitive salary package (25,000 - 45,000 PHP).
- Comprehensive health and dental benefits.
- Professional development and clear career growth pathways.
- A collaborative, diverse, and inclusive work culture.
Responsibilities
- Manage Customer Inquiries: Handle a high volume of inbound and outbound calls, emails, and chats with professionalism and empathy.
- Problem Resolution: Analyze customer issues accurately and provide effective, timely solutions or escalate complex cases to supervisors.
- CRM Management: Maintain accurate and up-to-date records in our CRM system (e.g., Zendesk, Salesforce) to track customer interactions and history.
- Quality Assurance: Adhere to all company scripts, policies, and quality assurance standards to ensure a consistent customer experience.
- Feedback Loop: Communicate customer feedback and product concerns to the Product and Operations teams to drive continuous improvement.
- Team Collaboration: Participate in daily stand-ups and training sessions to stay aligned with team goals and enhance service standards.
Qualifications
- Education: Bachelor’s Degree or equivalent work experience in a customer-facing role.
- Language: Native or near-native proficiency in English (verbal and written) is mandatory.
- Experience: Minimum of 2 years of experience in a BPO or Customer Support environment.
- Technical Skills: Proficient in using Microsoft Office Suite and experience with CRM software (Zendesk, Salesforce, or similar).
- Soft Skills: Strong problem-solving abilities, active listening skills, and the ability to remain calm under pressure.
- Availability: Willingness to work in a rotational shift schedule (Day, Night, or Graveyard shifts).