Job Description
Join Nexus Global Solutions, a leading BPO innovator transforming customer engagement across Asia-Pacific. We're seeking passionate professionals to elevate our premium client portfolio in fintech and e-commerce. Enjoy comprehensive benefits, career advancement pathways, and a dynamic work culture that celebrates excellence.
Why Nexus Global?
- Industry-leading training programs with certifications
- Performance-based quarterly bonuses and incentives
- Modern wellness facilities and flexible scheduling
- Clear promotion tracks to Team Lead/Manager roles
Responsibilities
- Manage complex client interactions across digital and voice channels with 95%+ CSAT scores
- Resolve escalated customer issues using CRM tools and root-cause analysis
- Train new agents on SOPs and product knowledge bi-weekly
- Monitor KPIs including AHT, FCR, and conversion rates
- Collaborate with QA team to improve customer journey touchpoints
- Generate performance reports with actionable insights for stakeholders
- Participate in process optimization workshops quarterly
Qualifications
- Minimum 3 years in high-volume BPO/CX environment
- Advanced proficiency in Salesforce and Zendesk platforms
- Fluent English with neutral accent (written and verbal)
- Experience handling VIP clients in fintech/ecommerce sectors
- Strong conflict resolution and de-escalation techniques
- Basic data analysis skills with Excel/Power BI
- Willingness to work on rotating schedules (including weekends)
- Relevant industry certifications (e.g., CCXP, CPXP) preferred