Job Description
Join the Elite Frontline Team at Nexus Global Solutions
We are seeking a highly motivated and empathetic Senior Customer Service Representative to join our premium BPO division. If you excel at turning frustrated customers into brand ambassadors and have a knack for complex problem-solving, we want to hear from you.
In this role, you will represent a Fortune 500 client, handling high-volume inquiries with a focus on retention and satisfaction. You will work in a state-of-the-art environment that values professional development and employee well-being.
Responsibilities
- Manage high-volume inbound and outbound calls with professionalism and empathy.
- Resolve complex customer escalations and technical issues efficiently.
- Identify upselling and cross-selling opportunities to enhance client revenue.
- Document all interactions accurately in the CRM system.
- Collaborate with cross-functional teams to improve service protocols.
- Conduct regular training sessions for junior team members.
Qualifications
- Minimum of 2-4 years of experience in a BPO or Customer Service environment.
- Native or fluent proficiency in English (written and verbal).
- Strong knowledge of CRM software (Salesforce, Zendesk, etc.).
- Exceptional conflict resolution and active listening skills.
- High school diploma or equivalent; tertiary education is a plus.