Job Description
Join our award-winning BPO team and transform customer interactions into memorable experiences! At GlobalConnect Solutions, we're redefining customer service through innovation and empathy. We're seeking a Senior Customer Experience Specialist to lead our Manila-based operations, handling complex inquiries from Fortune 500 clients while mentoring junior team members. Enjoy a dynamic hybrid work environment, comprehensive benefits package, and clear career progression paths. Our state-of-the-art facility in Makati features ergonomic workstations, wellness rooms, and collaborative spaces designed to boost productivity and job satisfaction.
What We Offer:
- Competitive salary with quarterly performance bonuses
- Comprehensive health insurance (including dependents)
- Professional development certifications
- Hybrid work arrangement (3 days office, 2 days remote)
- Annual international team-building trips
Responsibilities
- Manage high-priority customer escalations with exceptional resolution rates
- Train and mentor new team members on communication protocols and CRM systems
- Analyze customer feedback trends to identify service improvement opportunities
- Collaborate with product teams to report recurring technical issues
- Maintain 95%+ customer satisfaction score through personalized solutions
- Implement upselling strategies for premium service packages
- Generate monthly performance reports using Salesforce and Tableau
Qualifications
- Minimum 3 years BPO/customer service experience in a leadership role
- Fluency in English and Tagalog with neutral accent proficiency
- Advanced certification in conflict resolution and de-escalation techniques
- Expertise in Salesforce, Zendesk, and Microsoft Teams
- Proven track record of meeting/exceeding KPIs (CSAT, FCR, AHT)
- Bachelor's degree in Business, Communications, or related field
- Ability to work night shifts (10 PM - 7 AM) during peak seasons
- Experience handling international clients from US/EU markets