Job Description
Join GlobalConnect Solutions, a leading BPO innovator transforming customer experiences across APAC. We're seeking passionate Senior Customer Experience Specialists to deliver exceptional support while driving our digital transformation initiatives. Enjoy competitive compensation, comprehensive health benefits, career advancement pathways, and a vibrant, collaborative work environment. Why join us? Industry-leading training programs, performance-based incentives, and opportunities to work with Fortune 500 clients in a tech-forward setting.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with 95% resolution rate
- Act as escalation point for tier-1 agents to resolve high-priority issues
- Implement CRM best practices to enhance customer satisfaction metrics
- Collaborate with product teams to identify service improvement opportunities
- Maintain detailed case documentation and contribute to knowledge base
- Mentor junior agents through coaching sessions and performance reviews
- Analyze customer feedback trends to inform service optimization strategies
Qualifications
- 3+ years in BPO/Customer Service with leadership experience
- Proficiency in Zendesk, Salesforce, or similar CRM platforms
- Fluent English with neutral accent and advanced communication skills
- Certified in conflict resolution and de-escalation techniques
- Experience handling high-volume, high-complexity customer interactions
- Strong analytical skills with data-driven decision-making ability
- Ability to thrive in fast-paced, metrics-driven environments