Job Description
Join Nexus Global Solutions as a Senior Call Center Agent and earn top-tier compensation in the heart of San Francisco! We're seeking exceptional communicators to represent our premium tech clients with world-class customer service. Enjoy a competitive benefits package, flexible scheduling, and career advancement opportunities in our dynamic downtown office.
As a key member of our client success team, you'll resolve complex inquiries while building lasting relationships with high-value customers. Our compensation package includes performance bonuses, comprehensive health benefits, and a 401(k) match.
Responsibilities
- Handle inbound/outbound calls for enterprise-level clients with professionalism and empathy
- Resolve escalated customer issues using advanced CRM tools and knowledge bases
- Exceed performance metrics: First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handle Time (AHT)
- Collaborate with technical support and product teams to resolve complex account issues
- Maintain detailed documentation of interactions in Salesforce and Zendesk
- Participate in weekly training sessions on product updates and service excellence
- Mentor junior agents and contribute to process improvement initiatives
Qualifications
- 3+ years of high-volume call center experience in B2B or enterprise environments
- Expertise with CRM platforms (Salesforce, Zendesk) and call center software (Five9, Genesys)
- Proven track record of exceeding FCR/CSAT targets
- Exceptional problem-solving skills for technical and account-related inquiries
- Ability to multitask in fast-paced environments while maintaining composure
- Proficient in typing (60+ WPM) and real-time documentation
- Experience with SaaS products or tech industry preferred
- High school diploma or equivalent; bachelor's degree a plus