Job Description
Join NexusConnect Solutions, a premier BPO partner for Fortune 500 companies, as we revolutionize customer engagement in the digital age. We're seeking passionate individuals to drive exceptional service experiences that transform client relationships into lasting partnerships. Our state-of-the-art Makati facility offers collaborative workspaces, comprehensive training programs, and clear career advancement paths. Enjoy competitive benefits including performance bonuses, health insurance, and quarterly team-building events. Be part of a culture that values innovation, empathy, and excellence in every customer interaction.
Responsibilities
- Handle complex customer inquiries via multiple channels (voice, chat, email) with 95%+ resolution rate
- Proactively identify upsell opportunities while maintaining service quality standards
- Document interactions accurately in CRM systems with 100% compliance to SLAs
- Collaborate with technical teams to resolve escalated issues within 4-hour window
- Mentor new agents on service protocols and company values
- Analyze customer feedback trends to propose process improvements
- Participate in monthly performance reviews and coaching sessions
Qualifications
- Minimum 2 years in high-volume contact center environment
- Fluent in English and Tagalog with neutral accent proficiency
- Advanced typing skills (45+ WPM) with 98% accuracy
- CRM certification (Salesforce/Zendesk preferred)
- Proven track record in customer satisfaction metrics (CSAT > 90%)
- Strong conflict resolution and de-escalation skills
- Ability to work flexible shifts including weekends
- College degree in Business/Communications or equivalent experience