Voice Representative - CSR

Company Description Nexlence is an AI-driven Customer Experience (CX) specialist dedicated to supporting Gen Z-focused brands. By combining intelligent knowledge management, real-time market insights, global personnel deployment, and robust training systems, Nexlence delivers scalable and flexible CX solutions. The company leverages immersive, AI-powered services to help brands deepen engagement and maintain close connections with their users. Team members work within a forward-thinking environment that values innovation, data-driven decision-making, and high-quality customer interactions.
Role Description The Voice Representative – CSR at Nexlence is a full-time, on-site role based in Taguig. In this position, the team member handles inbound and outbound calls, addresses customer inquiries, and resolves issues in a timely and professional manner. The role involves accurately documenting interactions, following established processes, and using company tools and knowledge bases to provide clear, helpful information. The Voice Representative – CSR contributes to a positive customer experience by actively listening, managing concerns, and escalating complex cases when needed. Collaboration with supervisors and peers to improve call quality, customer satisfaction, and overall service standards is also an important part of the day-to-day work.
Qualifications

• Strong customer service skills, with experience in Customer Service and Customer Service Representatives roles.
• Ability to provide responsive Customer Support and maintain high Customer Satisfaction.
• Demonstrated focus on enhancing Customer Experience through effective communication and problem-solving.
• Excellent verbal communication skills and clear speaking voice for phone-based interactions.
• Ability to work on-site in Taguig and adapt to shifting schedules as required by operations.
• Previous experience in call centers, voice-based support, or CX environments is an advantage.
• Comfort with using CRM systems, call handling software, and basic office productivity tools.
• High school diploma or equivalent; college-level education or degree in a related field is a plus.