Job Description
Join Global Connect Solutions as a Customer Experience Specialist and become the voice of excellence for our international clients. We're a leading BPO provider delivering premium support services, and we're seeking passionate professionals to elevate our customer satisfaction standards. Enjoy competitive compensation, comprehensive benefits, and a dynamic work environment focused on your growth.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with professionalism and empathy
- Resolve complex issues using problem-solving frameworks and system tools
- Document interactions accurately in CRM systems with attention to detail
- Meet/exceed KPIs including CSAT, AHT, and first-contact resolution rates
- Collaborate with cross-functional teams to improve service quality
- Participate in continuous training programs to enhance product knowledge
- Identify process improvement opportunities through customer feedback analysis
Qualifications
- Minimum 1 year BPO/call center experience with proven track record
- Fluent in English with exceptional verbal/written communication skills
- Strong problem-solving abilities and conflict resolution expertise
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Ability to multitask effectively in fast-paced environments
- High school diploma or equivalent; college graduates preferred
- Flexible schedule availability including weekends and holidays