Job Description
Join GlobalConnect Solutions, a premier BPO leader transforming customer experiences across Asia. We're seeking passionate individuals to join our dynamic team in Makati City. Enjoy competitive compensation, comprehensive benefits, and a vibrant work culture that values growth and innovation. As a Senior Customer Experience Specialist, you'll be the voice of our global clients, delivering exceptional service while advancing your career in a supportive environment.
Responsibilities
- Handle complex customer inquiries across multiple channels (phone, email, chat)
- Mentor junior agents and optimize service workflows
- Resolve escalated issues with empathy and efficiency
- Document interactions and contribute to process improvements
- Meet/exceed performance metrics (CSAT, AHT, FCR)
- Collaborate with cross-functional teams to enhance service quality
Qualifications
- Minimum 2 years of call center/BPO experience
- Exceptional communication and problem-solving skills
- Proficiency in CRM systems (Salesforce preferred)
- Ability to work flexible shifts including weekends
- Fluent in English with neutral accent
- Strong conflict resolution abilities
- College degree or relevant certification