Job Description
Join our award-winning customer experience team at GlobalConnect Solutions, a leading BPO partner for Fortune 500 companies. We're seeking passionate professionals to deliver exceptional service in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths.
Our state-of-the-art Makati facility offers hybrid work options, modern amenities, and a culture that celebrates innovation and employee development. Become part of a global network transforming customer interactions across industries.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve escalated issues using CRM tools and root-cause analysis methodologies
- Maintain detailed documentation of interactions and case resolutions
- Collaborate with technical teams to resolve system-related customer concerns
- Contribute to process improvement initiatives through performance analytics
- Mentor junior agents on best practices and compliance standards
Qualifications
- 3+ years in customer service with 1+ years in BPO/call center environment
- Fluent in English with neutral accent and exceptional communication skills
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office suite
- Proven ability to handle high-pressure situations with emotional intelligence
- Certification in conflict resolution or customer experience management preferred
- Ability to work flexible shifts including weekends/holidays
- Strong problem-solving skills with data-driven decision-making experience