Job Description
Join GlobalConnect Solutions, a premier BPO partner for Fortune 500 companies, as we revolutionize customer experiences across Asia. We're seeking dynamic Senior Customer Experience Specialists to lead our high-impact support teams in a vibrant, growth-oriented environment.
As a key member of our elite CX division, you'll drive client satisfaction through exceptional service delivery while mentoring junior agents. Our state-of-the-art Makati center offers competitive compensation, comprehensive benefits, and clear career advancement pathways.
Responsibilities
- Manage complex customer escalations with empathy and efficiency
- Mentor 5-8 junior agents through performance coaching and quality assurance
- Analyze call metrics to identify process improvement opportunities
- Implement CRM best practices for multi-channel support (voice, chat, email)
- Collaborate with product teams to resolve systemic client issues
- Develop training materials on new product launches and service protocols
- Maintain 98% customer satisfaction rate through personalized solutions
Qualifications
- Minimum 3 years in BPO/CX leadership role
- Fluency in English with neutral accent proficiency
- Advanced knowledge of Zendesk/Salesforce CRM platforms
- Proven track record in KPI-driven team management
- Certification in conflict resolution or customer psychology preferred
- Experience handling high-volume retail/tech accounts
- Ability to work night shifts in US timezone
- Strong analytical skills with data interpretation experience