Job Description
Join NexusFlow Solutions, a global BPO leader transforming customer experiences for Fortune 500 clients. We're seeking dynamic professionals to elevate our Manila operations with exceptional service innovation. Enjoy competitive benefits, career advancement pathways, and a collaborative culture that celebrates achievement. What we offer:
- Performance-based bonuses & quarterly incentives
- Comprehensive health & wellness programs
- Professional development certifications
- Hybrid work flexibility after training
- Monthly team-building events
Responsibilities
- Handle inbound/outbound customer inquiries via voice, chat, and email channels
- Resolve complex technical issues with empathy and efficiency
- Document interactions accurately in CRM systems
- Collaborate with cross-functional teams for seamless issue escalation
- Meet/exceed KPIs for CSAT, FCR, and AHT metrics
- Participate in continuous improvement initiatives
- Mentor new team members during onboarding
Qualifications
- Minimum 2 years BPO/call center experience
- Fluent in English with neutral accent
- Advanced proficiency in CRM platforms (Salesforce/Zendesk)
- Exceptional problem-solving & conflict resolution skills
- Ability to multitask in high-volume environments
- Willingness to work on rotating shifts
- College degree preferred (IT/Business majors)
- Relevant certifications (e.g., CCNA, ITIL) are advantageous