Job Description
Join NexusFlow Solutions, a premier BPO partner to Fortune 500 companies, and elevate customer experiences to new heights. We're seeking dynamic professionals to drive our digital transformation initiatives in customer engagement. Enjoy a collaborative environment with cutting-edge technology, comprehensive training, and career advancement opportunities in Manila's thriving business district.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with empathy and efficiency
- Resolve escalated issues while maintaining high CSAT scores and SLA adherence
- Utilize CRM platforms to document interactions and identify process improvement opportunities
- Collaborate with technical teams to troubleshoot product-related concerns
- Mentor junior agents on best practices and compliance standards
- Analyze customer feedback to drive service enhancement initiatives
Qualifications
- Minimum 2 years in high-volume contact center operations
- Proficiency in Zendesk/Salesforce and omnichannel communication tools
- Fluent in English with neutral accent; Filipino language skills preferred
- Proven track record in achieving performance metrics (FCR, AHT, CSAT)
- Strong problem-solving abilities with attention to detail
- Certification in conflict resolution or customer service management (advantageous)
- Ability to work flexible shifts including weekends/holidays