Job Description
Join GlobalConnect Solutions, a premier BPO partner serving Fortune 500 clients, and elevate customer experiences to new heights. We're seeking a dynamic Senior Customer Experience Specialist to lead complex resolution initiatives while mentoring junior agents. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in our state-of-the-art Makati facility.
What We Offer:
- Industry-leading performance bonuses
- Free health insurance and retirement plan
- Professional development certifications
- Hybrid work options after probation
Responsibilities
- Handle tier-3 customer escalations across multiple channels (voice, chat, email)
- Develop and implement customer retention strategies for high-value accounts
- Mentor 5-7 junior specialists through performance coaching
- Analyze call metrics to identify process improvement opportunities
- Collaborate with product teams to resolve systemic service gaps
- Train new hires on CRM tools and compliance protocols
- Lead quality assurance reviews for team performance
Qualifications
- Minimum 3 years in BPO customer service with team leadership experience
- Expertise in Salesforce and Zendesk platforms
- Fluency in English and Tagalog with neutral accent
- CCP certification or equivalent industry credential
- Proven conflict resolution and de-escalation skills
- Data analysis experience with Excel/Tableau
- Ability to work night shifts (8 PM - 5 AM)
- College degree preferred