Job Description
Join NexusBPO Solutions, a premier BPO leader revolutionizing customer engagement across Asia. We're seeking dynamic professionals to deliver exceptional experiences that transform client relationships into lasting partnerships. Our Makati hub combines cutting-edge technology with human-centric service to drive global business success.
Enjoy competitive compensation, comprehensive benefits, and career advancement opportunities in a collaborative environment. We invest in your growth through continuous training programs and performance-based incentives. Apply today to become part of a team that redefines excellence in customer experience.
Responsibilities
- Handle inbound/outbound calls with empathy and efficiency while resolving complex customer inquiries
- Document interactions accurately in CRM systems and maintain detailed case histories
- Collaborate with cross-functional teams to resolve escalated issues and process improvements
- Meet or exceed key performance metrics (FCR, CSAT, AHT) while maintaining quality standards
- Proactively identify upsell opportunities and contribute to revenue growth initiatives
- Participate in weekly coaching sessions and skill development workshops
- Maintain strict compliance with data security protocols and confidentiality agreements
Qualifications
- Minimum 2 years of experience in high-volume call center or BPO environment
- Fluency in English and Tagalog with exceptional communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities and conflict resolution techniques
- Ability to work flexible shifts including weekends and holidays
- Proven track record of achieving/exceeding performance targets
- Relevant certification in customer service or business process management preferred