Job Description
Join GlobalConnect Solutions, a leading BPO provider revolutionizing customer engagement in the APAC region. We're seeking dynamic Senior Customer Experience Specialists to elevate our client's service standards while advancing your career in a supportive, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and pathways to leadership roles.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with empathy and efficiency
- Mentor junior agents on communication techniques and product knowledge
- Analyze customer feedback to identify service improvement opportunities
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain 95%+ customer satisfaction and first-contact resolution metrics
- Contribute to process optimization initiatives
Qualifications
- Minimum 3 years BPO/call center experience in senior or lead roles
- Proven track record in mentoring and team development
- Fluency in English with neutral accent; proficiency in Tagalog
- Advanced conflict resolution and de-escalation skills
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Ability to work flexible shifts including weekends
- Bachelor's degree in Business, Communications, or related field