Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and transform how businesses interact with their clients. We're seeking dynamic professionals to lead our award-winning customer service team in delivering exceptional, multi-channel support. Enjoy competitive compensation, comprehensive benefits, and rapid career advancement in one of Southeast Asia's fastest-growing BPO environments.
Our state-of-the-art Makati facility offers flexible scheduling, premium wellness programs, and ongoing professional development. This hybrid role combines remote flexibility with collaborative in-office sessions to maximize your potential.
Responsibilities
- Handle complex customer inquiries across voice, chat, and email channels with 95% resolution rate
- Mentor junior agents and conduct quality assurance reviews
- Analyze customer feedback to identify process improvement opportunities
- Collaborate with product teams to escalate critical issues and feature requests
- Maintain detailed documentation of customer interactions and solutions
- Contribute to training material development and team workshops
- Achieve monthly KPIs including CSAT scores and average handling time
Qualifications
- Minimum 3 years in customer service with 1+ years in team leadership
- Fluent English proficiency with neutral accent
- Experience with Zendesk, Salesforce, or similar CRM platforms
- Strong analytical skills and data-driven problem-solving abilities
- Proficiency in conflict resolution and de-escalation techniques
- Ability to work flexible schedules including weekends and holidays
- Relevant certification in customer experience management preferred