Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of excellence for our Fortune 500 clients. We're seeking dynamic individuals to deliver exceptional service in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and a pathway to leadership in the thriving BPO industry. Work with cutting-edge technology while making meaningful connections with customers worldwide.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Resolve escalated issues with empathy and problem-solving expertise
- Maintain 95%+ customer satisfaction metrics through quality interactions
- Document cases accurately in CRM systems and contribute to process improvements
- Mentor new agents and share best practices in team huddles
- Adapt to diverse industry requirements including technical support and sales
Qualifications
- 1+ years of experience in BPO/call center environment
- Fluent English communication with neutral accent
- Proficient in Microsoft Office and CRM platforms
- Strong conflict resolution and multitasking abilities
- High school diploma; college graduates preferred
- Flexible to work in rotating shifts (including nights/weekends)
- Relevant certifications in customer service advantageous