Job Description
Join GlobalConnect Solutions' award-winning customer experience team as we revolutionize BPO services in Asia. We're seeking dynamic professionals to drive exceptional service delivery in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and rapid career growth in an environment that values innovation and employee development. As a leader in the BPO industry, we invest heavily in your success through continuous training and advancement opportunities.
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email)
- Mentor junior agents and optimize team performance metrics
- Implement process improvements to enhance service efficiency
- Collaborate with cross-functional teams on product/service enhancements
- Maintain 95%+ customer satisfaction scores and SLA compliance
- Lead quality assurance initiatives and feedback analysis
- Support crisis management and escalations requiring senior intervention
Qualifications
- Bachelor's degree in Business, Communications, or related field
- 3+ years BPO/Customer Service experience with leadership exposure
- Advanced English proficiency with neutral accent
- Expertise in CRM platforms (Salesforce, Zendesk) and analytics tools
- Proven track record in performance coaching and process optimization
- Strong problem-solving abilities with conflict resolution expertise
- Willingness to work flexible shifts including weekends