Job Description
Join GlobalConnect Solutions, a premier BPO leader revolutionizing customer engagement across Asia-Pacific. We're seeking dynamic Senior Customer Experience Specialists to deliver exceptional service to Fortune 500 clients. Enjoy competitive compensation, comprehensive health benefits, and clear career progression paths in our state-of-the-art Makati facility.
Our culture celebrates innovation and professional growth, offering:
- Performance-based quarterly bonuses
- Free certification programs in CX strategies
- Flexible hybrid work options
- Wellness stipends and team-building activities
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels
- Maintain 95%+ customer satisfaction scores with personalized solutions
- Coach junior agents on best practices and compliance standards
- Analyze customer feedback trends to improve service protocols
- Collaborate with product teams to escalate systemic issues
- Maintain detailed documentation of customer interactions
- Meet/exceed KPIs for resolution time and first-contact resolution
Qualifications
- 3+ years in high-volume contact center environment
- Fluent in English with neutral accent
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Certification in conflict resolution or customer service
- Strong analytical skills with data-driven approach
- Experience handling VIP/escalation cases
- Ability to work night shifts on rotational basis
- College degree or equivalent professional experience