Job Description
Join NexusBPO Solutions' elite customer experience team and become a brand ambassador for Fortune 500 clients! We're seeking dynamic individuals to deliver exceptional service in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive health benefits, and clear career progression paths in the Philippines' premier BPO environment. Our culture celebrates innovation, recognition, and work-life balance through flexible scheduling and team engagement programs.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, email, chat) with empathy and efficiency
- Resolve escalated issues while maintaining high CSAT scores and first-contact resolution metrics
- Master client-specific products/services through continuous training modules
- Proactively identify process improvements and implement best practices
- Maintain detailed documentation in CRM systems with 99.5% accuracy
- Collaborate with QA teams to refine service delivery protocols
- Mentor new agents during onboarding and performance reviews
Qualifications
- Minimum 3 years BPO/call center experience with proven leadership track record
- Expert-level English proficiency (written and verbal) with neutral accent
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong analytical skills with ability to interpret KPI dashboards
- Industry certifications in customer service (e.g., CCXP) preferred
- Ability to work night shifts and rotating weekends
- Resilience under pressure with conflict resolution expertise