Job Description
Join GlobalConnect Solutions, the industry leader in BPO excellence, and elevate your career as a Senior Customer Experience Specialist. We're seeking passionate professionals to deliver world-class support to Fortune 500 clients in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and a dynamic culture that rewards innovation and growth.
Our team thrives on collaboration and continuous improvement. You'll receive extensive training in advanced CRM systems, conflict resolution, and multi-channel support while working with cutting-edge technology. We offer clear career progression paths to team leadership, quality assurance, or specialized verticals.
What makes us special? We believe in work-life balance with flexible scheduling options, quarterly performance bonuses, and monthly team-building activities. Our commitment to employee development is unmatched in the industry.
Responsibilities
- Handle complex customer inquiries across voice, email, and chat channels with 95%+ resolution rate
- Mentor junior agents on best practices and compliance standards
- Identify process improvement opportunities and implement data-driven solutions
- Maintain detailed customer interaction records in Salesforce CRM
- Collaborate with cross-functional teams to resolve escalated issues
- Contribute to weekly quality assurance reviews and training programs
- Meet/exceed KPIs including CSAT, AHT, and first contact resolution
Qualifications
- 3+ years of high-volume call center/BPO experience
- Proven track record in conflict resolution and de-escalation
- Advanced proficiency in Salesforce and Zendesk platforms
- Fluent English with neutral accent and exceptional communication skills
- Industry certifications in customer service management preferred
- Strong analytical skills with data interpretation experience
- Ability to work flexible shifts including weekends and holidays
- College degree in Business, Communications, or related field