Job Description
Are you a communication powerhouse ready to elevate the customer journey? GlobalBridge Solutions is seeking a dynamic Senior Customer Experience Specialist to join our elite team in the heart of Bonifacio Global City. We don't just answer calls; we build lasting relationships and solve complex problems for a global clientele.
As part of our premium BPO division, you will enjoy a state-of-the-art workspace, industry-leading benefits, and a culture that celebrates performance and innovation. If you possess a sharp mind and a passion for excellence, your future starts here.
Responsibilities
- Manage high-volume inbound inquiries via phone, email, and live chat with precision.
- Identify and resolve complex customer issues by providing innovative and personalized solutions.
- Collaborate with cross-functional teams to improve service delivery and internal processes.
- Maintain a high level of product knowledge to act as a subject matter expert for clients.
- Document all interactions accurately within our enterprise CRM system.
- Exceed Key Performance Indicators (KPIs) related to customer satisfaction and first-call resolution.
- Provide mentorship and guidance to junior associates during peak volume periods.
Qualifications
- Minimum of 2 years experience in a premium BPO or international call center environment.
- Exceptional verbal and written English communication skills (C1 level or higher).
- Strong problem-solving abilities and high emotional intelligence.
- Proficiency with CRM tools (Salesforce or Zendesk preferred) and MS Office Suite.
- Ability to work flexible shifts, including night shifts and weekends in a 24/7 environment.
- Bachelor's degree or at least 2 years of completed college education.