Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! At GlobalConnect Solutions, we're transforming customer interactions through innovative technology and exceptional service. We offer a dynamic work environment with competitive compensation, comprehensive benefits, and clear career progression paths. As a leader in the outsourcing industry, we invest in our people through continuous training and development programs. If you're passionate about delivering outstanding customer experiences and thrive in a fast-paced, collaborative setting, we want to hear from you!
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with empathy and efficiency
- Maintain detailed case documentation in CRM systems ensuring accuracy and compliance
- Collaborate with technical support teams to resolve escalated issues promptly
- Analyze customer feedback to identify trends and suggest process improvements
- Mentor junior agents on best practices and company protocols
- Meet or exceed monthly performance metrics including CSAT and resolution rates
- Participate in cross-departmental initiatives to enhance service quality
Qualifications
- Minimum 2 years of experience in customer service or call center environment
- Proficiency in CRM platforms (Salesforce preferred) and MS Office suite
- Exceptional verbal and written communication skills in English
- Strong problem-solving abilities with attention to detail
- Ability to work flexible schedules including evenings and weekends
- Experience handling high-pressure situations with composure
- Relevant certification in customer service is a plus