Job Description
Join GlobalConnect Solutions, a leading BPO provider delivering exceptional customer experiences to Fortune 500 companies. We're seeking passionate individuals to join our award-winning team in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and clear career advancement paths in a dynamic, supportive environment.
As part of our commitment to employee growth, we offer paid certifications, leadership development programs, and quarterly performance bonuses. Our culture emphasizes work-life balance with flexible scheduling options and wellness initiatives.
Responsibilities
- Handle inbound/outbound customer inquiries via voice, chat, and email channels
- Resolve complex issues using CRM tools and knowledge base systems
- Document interactions accurately and maintain detailed case notes
- Meet/exceed key performance indicators (KPIs) including CSAT and AHT
- Collaborate with cross-functional teams to improve service delivery
- Participate in continuous improvement initiatives and training programs
- Maintain strict confidentiality of customer information
Qualifications
- Minimum 1 year customer service experience in BPO or contact center
- Excellent English communication skills with neutral accent
- Proficiency in Microsoft Office and CRM platforms (Salesforce preferred)
- Ability to multitask in high-pressure environments
- Strong problem-solving and conflict resolution abilities
- Flexible availability including weekends and holidays
- College degree or relevant certification (preferred)
- Must pass background check and drug screening