Job Description
Join GlobalConnect Solutions Inc., a leading BPO pioneer, as a Senior Customer Experience Specialist. We're revolutionizing client interactions through innovative technology and world-class service. In this pivotal role, you'll drive customer satisfaction while developing your career in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and a culture that celebrates excellence.
Responsibilities
- Handle complex customer inquiries via multi-channel platforms (voice, chat, email) with exceptional problem-solving skills
- Mentor junior agents and contribute to continuous improvement of service protocols
- Analyze customer feedback to identify trends and implement actionable solutions
- Collaborate with cross-functional teams to resolve escalated issues efficiently
- Utilize CRM systems to maintain accurate customer records and transaction histories
- Adhere to SLA metrics while maintaining quality assurance standards
- Participate in regular training sessions to enhance product knowledge and soft skills
Qualifications
- Minimum 2 years of experience in BPO/call center environment
- Proven track record of exceeding customer satisfaction targets
- Exceptional communication skills in both English and Tagalog
- Proficiency with CRM software (Salesforce, Zendesk) and Microsoft Office Suite
- Strong analytical abilities with data-driven decision-making mindset
- Certification in conflict resolution or customer service management preferred
- Ability to thrive in fast-paced, high-pressure situations
- Flexible availability including evening and weekend shifts