Job Description
Join GlobalConnect Solutions, a premier BPO partner serving Fortune 500 clients, as we revolutionize customer experience across Asia. We're seeking dynamic individuals to deliver exceptional service in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in a collaborative, tech-enabled environment. Why join us? Industry-leading training, performance bonuses, flexible scheduling, and access to our exclusive wellness programs. Be part of a team that values innovation and recognizes excellence.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex technical and billing issues using CRM systems (Salesforce, Zendesk)
- Document interactions accurately in compliance with ISO 9001 standards
- Collaborate with technical teams to escalate unresolved issues
- Participate in monthly training to enhance product knowledge and soft skills
- Meet/exceed KPIs including AHT, FCR, and CSAT targets
- Contribute to process improvement initiatives
Qualifications
- Minimum 1 year contact center experience in BPO or similar industry
- Excellent command of English and Filipino (written/spoken)
- Proficiency in MS Office and CRM platforms
- Strong problem-solving and conflict resolution abilities
- Ability to work rotating shifts (including nights/weekends)
- College degree preferred or equivalent vocational certification
- Willingness to complete company certifications
- Positive attitude with customer-first mindset