Job Description
Join GlobalConnect Solutions, a leading BPO innovator revolutionizing customer engagement in Asia-Pacific. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in high-value industries. Enjoy competitive benefits, career growth pathways, and a collaborative culture that celebrates achievement. Our Makati hub offers state-of-the-art facilities and flexible work arrangements designed for modern professionals.
Why Join Us?
• Industry-leading compensation package
• Comprehensive health and wellness programs
• Tuition reimbursement and skill development funds
• Performance-based quarterly bonuses
• Hybrid work options post-training
Responsibilities
- Manage complex customer inquiries across banking, e-commerce, and healthcare sectors with 95%+ resolution rates
- Mentor junior agents through peer coaching and knowledge-sharing sessions
- Implement process improvements using CRM analytics to reduce average handling time by 15%
- Collaborate with product teams to escalate critical feedback and feature requests
- Maintain compliance with ISO 27001 and PCI-DSS security protocols
- Lead quality assurance initiatives through monthly calibration sessions
- Develop personalized retention strategies for high-value client accounts
Qualifications
- Minimum 3 years BPO/call center experience with 1+ years in senior/lead roles
- Fluent English with neutral accent and advanced business writing skills
- Proficient in Salesforce, Zendesk, or enterprise CRM platforms
- Certified in Six Sigma Yellow Belt or equivalent quality methodology
- Experience managing cross-functional projects with SLA-driven deliverables
- Technical aptitude for troubleshooting multi-channel support systems
- Strong conflict resolution skills with documented success in de-escalation
- College degree in Business, Communications, or related field preferred