Job Description
Join our award-winning customer experience team at Nexus Global Solutions, a leading BPO provider serving Fortune 500 clients. We're seeking dynamic professionals to deliver exceptional service while advancing their careers in a supportive, growth-oriented environment.
Our comprehensive training program includes upskilling in digital communication tools, CRM platforms, and conflict resolution techniques. Enjoy competitive benefits, career advancement pathways, and a vibrant workplace culture.
Responsibilities
- Handle inbound/outbound customer inquiries via voice, chat, and email channels
- Resolve complex issues using multi-tiered escalation protocols
- Document interactions accurately in Salesforce CRM system
- Maintain 95%+ customer satisfaction score (CSAT) targets
- Collaborate with tech teams to resolve system-related concerns
- Participate in quality assurance reviews and coaching sessions
- Contribute to process improvement initiatives
Qualifications
- Minimum 2 years contact center/BPO experience
- Fluent English with neutral accent (verifiable via voice assessment)
- Proficient in Microsoft Office and CRM platforms
- Ability to work rotating shifts (including graveyard)
- Strong problem-solving and emotional intelligence skills
- College degree or equivalent vocational certification
- Willingness to undergo background verification