Job Description
Join GlobalConnect Solutions, a premier BPO leader transforming customer experiences across Asia. We're seeking dynamic Senior Customer Experience Specialists to elevate our client's brand reputation through exceptional service. This hybrid role combines in-office collaboration with remote flexibility, offering competitive benefits and clear career advancement pathways in our state-of-the-art Makati facility.
Our team thrives on innovation and continuous improvement, with access to industry-leading training programs and performance-based incentives. You'll be part of a multicultural environment that values diversity, professional growth, and work-life balance.
Responsibilities
- Manage complex customer inquiries across multiple channels (voice, chat, email) with 95% first-contact resolution rate
- Mentor junior agents on communication techniques and problem-solving methodologies
- Analyze customer feedback trends and propose process improvements to enhance satisfaction scores
- Utilize CRM platforms (Salesforce, Zendesk) to document interactions and maintain accurate records
- Collaborate with cross-functional teams to resolve escalated issues and improve service delivery
- Meet/exceed KPIs including average handling time, customer satisfaction (CSAT), and quality assurance scores
- Participate in regular training sessions to update knowledge on products and compliance standards
Qualifications
- Minimum 3 years in BPO/call center environment with 1+ years in senior/mentor role
- Fluent in English with exceptional verbal/written communication skills
- Proficient in CRM software and Microsoft Office Suite
- Proven track record of exceeding performance metrics in previous positions
- Certificate in Customer Service Management or related field (preferred)
- Ability to work flexible shifts including weekends and holidays
- Strong problem-solving skills with attention to detail
- Experience in healthcare or financial services verticals (advantageous)