Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the heart of our award-winning BPO operations. We're seeking passionate individuals to deliver exceptional service while advancing their careers in a dynamic, growth-oriented environment. Enjoy competitive benefits, flexible scheduling, and opportunities for skill development in our state-of-the-art Austin facility.
As a key member of our client-facing team, you'll handle complex customer inquiries, resolve escalated issues, and contribute to process improvements. We invest heavily in our people through continuous training programs and clear career paths to leadership positions.
Responsibilities
- Manage high-volume inbound/outbound calls for Fortune 500 clients across diverse industries
- Resolve complex customer issues with empathy and efficiency while meeting SLA targets
- Document interactions and maintain detailed case histories in CRM systems
- Identify process improvement opportunities and contribute to team training initiatives
- Maintain 95%+ customer satisfaction scores and first-call resolution metrics
- Collaborate with cross-functional teams to address systemic issues
- Mentor junior team members and share best practices during team huddles
Qualifications
- 3+ years of experience in high-volume call center or BPO environment
- Proven track record of exceeding performance metrics (FTR, CSAT, AHT)
- Proficiency with CRM platforms (Salesforce, Zendesk) and call center software
- Exceptional verbal/written communication skills with neutral accent
- Ability to navigate multiple systems simultaneously while maintaining composure
- Associate's degree or equivalent experience preferred
- Spanish fluency is highly desirable
- Experience working in healthcare or financial services sectors preferred