Job Description
Welcome to Nexus Support Group, where excellence in customer service meets innovation. We are seeking a dynamic Senior BPO Customer Support Representative to join our elite team in Quezon City.
As a key member of our operations, you will be the voice of our brand, ensuring our clients receive world-class assistance. We pride ourselves on a culture of growth, inclusivity, and high performance.
Why Join Us?
- Competitive PHP salary and performance-based bonuses.
- Comprehensive health benefits and wellness programs.
- Modern work environment with state-of-the-art facilities.
- Clear career progression and training pathways.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries with empathy and professionalism.
- Resolve complex customer issues efficiently while adhering to company policies and scripts.
- Accurately document customer interactions and feedback in CRM systems (e.g., Zendesk, Salesforce).
- Collaborate with cross-functional teams to improve service delivery and operational processes.
- Conduct product training sessions for new hires and junior agents.
- Identify and escalate potential process improvements to management.
Qualifications
- Minimum of 2 years of experience in a BPO or Customer Service environment.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and critical thinking.
- Proficiency in Microsoft Office Suite and CRM software.
- Ability to work in a fast-paced, target-oriented setting.
- High school diploma or equivalent; Bachelor’s degree preferred.