Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of excellence for Fortune 500 clients. We're revolutionizing customer engagement through cutting-edge BPO technology and industry-leading training programs. Our state-of-the-art Makati facility offers a collaborative environment where your communication skills and problem-solving abilities will directly impact customer satisfaction metrics.
We provide comprehensive benefits including medical insurance, performance bonuses, and career advancement opportunities. Work with a diverse team of professionals committed to delivering exceptional service while developing valuable experience in digital transformation initiatives.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email with empathy and professionalism
- Maintain and exceed key performance indicators (KPIs) for resolution rates and customer satisfaction
- Utilize CRM systems to document interactions and update customer information accurately
- Collaborate with technical teams to resolve escalated issues and implement solutions
- Participate in continuous improvement initiatives to enhance service quality
- Mentor junior agents and share best practices in customer engagement
- Stay updated on product knowledge and industry trends
Qualifications
- Minimum 2 years of experience in high-volume BPO or customer service environment
- Exceptional verbal and written communication skills in English
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Demonstrated ability to multitask and manage competing priorities
- Strong problem-solving skills with attention to detail
- Adaptability to flexible schedules including evenings and weekends
- College degree or relevant certification preferred
- Experience in healthcare or tech industries highly valued