Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at GlobalConnect Solutions. We're revolutionizing client interactions through cutting-edge technology and world-class service delivery. In this pivotal role, you'll drive customer satisfaction while mentoring junior team members in our state-of-the-art Makati facility. Enjoy comprehensive benefits, career growth pathways, and a dynamic environment where your problem-solving skills directly impact business success.
Responsibilities
- Deliver exceptional customer service via omnichannel platforms (voice, chat, email)
- Mentor and train new agents on SOPs and performance metrics
- Analyze customer feedback to identify process improvement opportunities
- Handle complex escalations with empathy and solution-oriented mindset
- Collaborate with quality assurance team to enhance service standards
- Utilize CRM systems to document interactions and track resolution times
- Participate in quarterly process optimization initiatives
Qualifications
- Minimum 3 years in high-volume contact center environment
- Proven track record in mentorship or team leadership
- Advanced proficiency in CRM platforms (Salesforce/Zendesk preferred)
- Exceptional communication skills in English and Tagalog
- Certification in conflict resolution or customer experience
- Ability to work flexible shifts including weekends
- Strong analytical skills with attention to detail
- Experience with quality assurance methodologies