Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of excellence in Southeast Asia's premier BPO hub. We're seeking passionate professionals to elevate client satisfaction through seamless digital and voice interactions. Enjoy competitive benefits, career growth pathways, and a dynamic environment where your communication skills shine. Relocation assistance provided for qualified candidates.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rate
- Mentor junior agents on product knowledge and service protocols
- Identify process improvement opportunities and implement data-driven solutions
- Collaborate with technical teams to resolve escalated technical issues
- Maintain detailed CRM documentation and performance metrics
- Contribute to quarterly service enhancement initiatives
Qualifications
- 3+ years in high-volume call center/BPO environment
- Fluent English with neutral accent and advanced grammar proficiency
- Experience with Zendesk/Salesforce CRM and omnichannel platforms
- Proven track record in customer retention and upselling
- Ability to work flexible shifts including weekends/holidays
- Relevant certification in customer service management preferred