Job Description
Join Nexus Global Solutions, a premier BPO leader in Southeast Asia, as we revolutionize customer engagement for Fortune 500 clients. Our Makati City hub offers state-of-the-art facilities and career advancement opportunities in a dynamic, multicultural environment. We're seeking passionate individuals to elevate our CX standards while enjoying competitive benefits and continuous learning programs.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Resolve escalated issues while maintaining CSAT scores above 95%
- Collaborate with cross-functional teams to improve service delivery workflows
- Mentor junior agents on best practices and product knowledge
- Analyze customer feedback trends to propose process improvements
- Adhere to PCI-DSS and GDPR compliance standards
Qualifications
- 3+ years in high-volume contact center operations
- Fluency in English and Tagalog with neutral accent
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Proven conflict resolution and de-escalation skills
- Willingness to work on rotating shifts (including nights/weekends)
- Bachelor's degree in Business or Communications preferred
- Certification in Six Sigma Yellow Belt or equivalent a plus