Job Description
Are you a communication powerhouse looking to accelerate your career in a premium BPO environment? Global Connect Solutions is seeking a talented Customer Success Specialist to join our high-performing team in the heart of Bonifacio Global City. We pride ourselves on delivering world-class service to international clients while providing our employees with a world-class workspace, comprehensive benefits, and a clear path for professional advancement.
You will play a pivotal role in maintaining our reputation for excellence by resolving complex inquiries, ensuring customer satisfaction, and contributing to our culture of innovation.
Responsibilities
- Manage high-volume inbound inquiries via voice, email, and chat channels with professional etiquette.
- Analyze customer concerns and provide accurate, timely solutions to improve retention metrics.
- Document all customer interactions meticulously in our CRM system for internal reporting.
- Collaborate with cross-functional teams to escalate complex technical issues effectively.
- Maintain consistent adherence to KPIs including CSAT (Customer Satisfaction Score) and AHT (Average Handle Time).
- Participate in regular coaching sessions to continuously enhance product knowledge and soft skills.
Qualifications
- At least 1-2 years of proven experience in a BPO or Customer Service environment.
- Exceptional verbal and written communication skills in English.
- Strong computer literacy and proficiency in modern CRM software and ticketing tools.
- Ability to thrive in a fast-paced environment while maintaining a positive and solution-oriented mindset.
- Willingness to work on shifting schedules, including weekends and holidays.
- Completion of at least 2 years of college education; Bachelor’s degree is a plus.