Job Description
Join GlobalConnect Solutions, a premier BPO leader revolutionizing customer engagement across Asia-Pacific! We're seeking dynamic Senior Customer Experience Specialists to drive exceptional service delivery for Fortune 500 clients. Enjoy competitive compensation, comprehensive benefits, and clear career advancement pathways in our state-of-the-art Makati facility.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with 95%+ resolution rates
- Mentor junior agents and implement best practice coaching sessions
- Analyze customer feedback data to identify service improvement opportunities
- Collaborate with QA teams to refine SOPs and training materials
- Manage high-priority escalations with executive stakeholder communication
- Contribute to monthly performance optimization initiatives
Qualifications
- 3+ years in BPO/CX environment with leadership exposure
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office
- Fluent in English with neutral accent; Tagalog proficiency preferred
- Willingness to work on rotating shifts including weekends
- Strong analytical skills with data-driven decision making
- Industry certifications (e.g., CCXP) considered advantageous