Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of excellence for our Fortune 500 clients. We're seeking passionate individuals to deliver world-class support through multi-channel communication platforms. Enjoy a dynamic work environment with uncapped earning potential, comprehensive benefits, and career advancement opportunities in the heart of Asia's BPO capital.
At GlobalConnect, we invest in your growth through continuous training programs, performance bonuses, and wellness initiatives. Our state-of-the-art Makati facility offers ergonomic workspaces, recreational zones, and flexible scheduling options to support your work-life balance.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Maintain detailed CRM documentation and ensure compliance with SLAs
- Identify upsell opportunities and cross-sell premium services
- Collaborate with technical teams to resolve escalated issues
- Mentor junior agents and contribute to process improvement initiatives
- Analyze customer feedback trends to enhance service quality
- Participate in quarterly quality assurance reviews
Qualifications
- 3+ years in customer service or BPO environment
- Fluent in English with neutral accent and clear articulation
- Proficient in CRM platforms (Salesforce, Zendesk)
- Strong problem-solving and conflict resolution skills
- Ability to work night shifts and flexible schedules
- College degree in Business, Communication, or related field
- Certification in customer service management preferred
- Experience with healthcare or fintech industries advantageous