Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of innovation in Southeast Asia's premier BPO hub. We're seeking passionate professionals to transform customer interactions into unforgettable experiences while advancing their careers in our award-winning contact center environment.
As a cornerstone of our operations, you'll leverage cutting-edge technology and comprehensive training to deliver exceptional service across multiple channels. Our competitive compensation package includes performance bonuses, health benefits, and career development pathways designed to accelerate your growth in the digital economy.
Responsibilities
- Handle inbound/outbound customer inquiries with empathy and efficiency across voice, chat, and email channels
- Resolve complex technical and billing issues using CRM platforms and diagnostic tools
- Document interactions accurately in ticketing systems while maintaining PCI compliance
- Mentor junior agents on best practices and performance optimization techniques
- Contribute to process improvement initiatives through feedback and analytics review
- Meet/exceed KPIs including CSAT scores, AHT, and first-contact resolution rates
Qualifications
- Minimum 2 years in customer service/technical support roles
- Proficiency in CRM systems (Salesforce, Zendesk) and Microsoft Office Suite
- Exceptional communication skills in English and Tagalog
- Ability to multitask in fast-paced, high-volume environments
- Strong problem-solving abilities with analytical thinking
- Willingness to work flexible schedules including weekends/holidays
- Relevant certification in customer experience management preferred