Job Description
Join GlobalConnect Solutions, a leading BPO partner for Fortune 500 companies, as a Senior Customer Experience Specialist. We're revolutionizing client interactions through technology-driven solutions and world-class service. Our Manila-based team operates in a state-of-the-art facility with comprehensive benefits and growth opportunities. If you thrive in fast-paced environments and possess exceptional communication skills, this is your chance to elevate your career while making a global impact.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95% first-contact resolution rate
- Coach junior agents on communication techniques and product knowledge
- Analyze customer feedback to identify service improvement opportunities
- Maintain detailed CRM documentation with 99.5% accuracy
- Collaborate with technical teams to resolve escalated issues
- Contribute to process optimization initiatives
- Adhere to strict SLA and compliance standards
Qualifications
- Minimum 2 years experience in high-volume contact center environments
- Fluency in English with neutral accent and clear articulation
- Proficiency in CRM platforms (Salesforce preferred)
- Exceptional problem-solving and conflict resolution skills
- Ability to multitask in fast-paced digital environments
- Strong analytical and documentation abilities
- Flexibility to work in rotational shifts including weekends