Job Description
Join GlobalConnect Solutions, a premier BPO partner serving Fortune 500 clients, and elevate your career in customer experience excellence. We're seeking passionate professionals to deliver world-class support through multiple channels while driving operational efficiency. Enjoy competitive compensation, comprehensive benefits, and clear growth pathways in our award-winning Manila headquarters.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Exceed performance targets in CSAT, AHT, and conversion metrics
- Mentor junior agents and contribute to process improvement initiatives
- Utilize CRM systems to document interactions and identify upsell opportunities
- Adhere to PCI-DSS and data privacy protocols for financial transactions
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in monthly quality assurance reviews and training sessions
Qualifications
- 2+ years in high-volume BPO or customer service environment
- Proficiency in Zendesk/Salesforce and Microsoft Office Suite
- Fluent English with neutral accent and exceptional communication skills
- Experience handling payment processing and billing disputes
- Ability to multitask in fast-paced digital and voice channels
- Strong problem-solving skills with data-driven approach
- Willingness to work on rotating shifts including weekends
- College degree or relevant vocational certification preferred