Job Description
Join Nexus Global Solutions, a premier BPO leader transforming customer interactions across Asia-Pacific. We're seeking passionate individuals to elevate our client's reputation through exceptional service. Our Makati hub offers a dynamic, tech-driven environment where your communication skills directly impact global brands. Enjoy competitive compensation, comprehensive training, and clear career progression pathways in our award-winning workplace culture.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Resolve escalated issues by collaborating with technical and product teams
- Document interactions in CRM systems while maintaining accuracy and confidentiality
- Proactively identify process improvement opportunities to enhance customer satisfaction
- Maintain performance metrics including CSAT, FCR, and AHT targets
- Mentor new team members on best practices and compliance standards
- Participate in quality assurance reviews and feedback sessions
Qualifications
- Minimum 2 years of BPO/call center experience in senior or lead roles
- Exceptional verbal and written English communication skills
- Proficiency in CRM platforms (Salesforce, Zendesk preferred)
- Strong problem-solving abilities with customer-centric approach
- Ability to work night shifts and rotating schedules
- College degree or relevant vocational certification
- Experience handling high-volume customer interactions
- Basic knowledge of data privacy regulations (PDPA, GDPR)