Job Description
Join GlobalServe Solutions Inc., a premier BPO leader revolutionizing customer engagement across Asia-Pacific! We're seeking dynamic Senior Customer Experience Specialists to deliver exceptional service to Fortune 500 clients. Enjoy competitive compensation, comprehensive benefits, and rapid career growth in our state-of-the-art Makati facility.
As a cornerstone of our operations, you'll drive customer satisfaction through personalized solutions while leveraging cutting-edge technology. Our culture champions innovation, collaboration, and recognition – making this your ideal launchpad for BPO excellence.
What We Offer:
• Industry-leading compensation package
• Medical/dental/life insurance
• Performance-based bonuses & quarterly incentives
• Paid training & certification programs
• Modern hybrid work options
• Employee referral rewards
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with 95%+ resolution accuracy
- Mentor junior agents through peer coaching and knowledge sharing initiatives
- Analyze customer feedback to identify service improvement opportunities
- Collaborate with cross-functional teams to resolve escalated issues
- Adhere to strict SLAs while maintaining quality metrics (CSAT >90%, AHT <180s)
- Document process improvements and contribute to knowledge base updates
- Participate in quarterly innovation workshops to enhance service delivery
Qualifications
- Minimum 2 years BPO/call center experience with proven leadership track record
- Fluent English proficiency (written/verbal) with neutral accent
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving skills with conflict resolution expertise
- Ability to multitask effectively in high-volume environments
- Flexible schedule availability including weekends/holidays
- College degree preferred; relevant certifications a plus
- Passion for customer advocacy and continuous learning