Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and transform how businesses interact with their clients. We're seeking a dynamic professional to lead our elite team in delivering exceptional service to Fortune 500 clients. Enjoy industry-leading training, career advancement pathways, and a vibrant workplace culture that celebrates achievement.
What We Offer:
- Comprehensive medical and dental coverage
- Performance-based quarterly bonuses
- Professional development stipend
- Hybrid work flexibility after probation
Responsibilities
- Manage escalated customer inquiries with empathy and efficiency
- Mentor junior agents on communication techniques and product knowledge
- Analyze call metrics to identify service improvement opportunities
- Collaborate with QA teams to refine training programs
- Implement new CRM protocols across department workflows
- Lead weekly performance review sessions
- Develop innovative solutions for recurring customer challenges
Qualifications
- Minimum 3 years BPO/call center experience in leadership role
- Fluent in English and Tagalog with neutral accent
- Advanced proficiency in Salesforce and Zendesk platforms
- Proven track record in reducing average handle time by 15%+
- Strong analytical skills with data-driven decision-making
- Certification in conflict resolution preferred
- Ability to work rotating shifts including weekends
- Bachelor's degree in Business or related field