Job Description
Join Nexus Global Solutions, a leading BPO innovator revolutionizing customer engagement across APAC. We're seeking passionate individuals to elevate our client's digital-first experience. As part of our elite CX team, you'll shape brand perception through seamless omnichannel support while accelerating your career in a dynamic, growth-oriented environment.
Our award-winning culture combines cutting-edge tech with human-centric service. Enjoy comprehensive training, rapid promotion tracks, and industry-leading benefits including health coverage, performance bonuses, and monthly team-building activities.
Responsibilities
- Deliver exceptional omnichannel support via voice, chat, and social media platforms
- Resolve complex customer escalations with empathy and technical proficiency
- Maintain 95%+ CSAT scores while meeting SLA targets
- Collaborate with cross-functional teams to optimize customer journeys
- Document insights to improve service protocols and knowledge bases
- Mentor new agents on best practices and system navigation
- Participate in continuous improvement initiatives
Qualifications
- Minimum 2 years BPO/CX experience with proven performance metrics
- Exceptional English proficiency (verbal and written)
- Advanced problem-solving skills with tech adaptability
- CRM proficiency (Salesforce, Zendesk, or similar)
- Ability to thrive in fast-paced, target-driven environments
- Strong conflict resolution and de-escalation techniques
- Relevant certification (e.g., CCXP, CCSP) preferred
- Willingness to work on rotating shifts including weekends