Job Description
Join GlobalConnect Solutions, a premier BPO partner to Fortune 500 companies, as we revolutionize customer experience across Asia-Pacific. We're seeking dynamic professionals to elevate our service excellence in high-complexity technical support and enterprise account management. Our Makati City hub offers state-of-the-art facilities, career development pathways, and a culture that rewards innovation and client obsession.
Why You'll Love Working With Us: Comprehensive health benefits, quarterly performance bonuses, tuition reimbursement programs, and structured promotion tracks to leadership positions. Enjoy flexible hybrid work options after initial onboarding.
Responsibilities
- Manage high-value enterprise accounts through multi-channel support (voice, chat, email) with 95%+ CSAT targets
- Resolve complex technical escalations involving CRM platforms, payment systems, and API integrations
- Mentor junior agents through peer coaching sessions and knowledge base contributions
- Analyze customer interaction data to identify process improvement opportunities
- Collaborate with product teams to reduce resolution times by 20% quarterly
- Implement quality assurance protocols using CRM analytics tools
- Lead cross-functional projects for service enhancement initiatives
Qualifications
- 3+ years in BPO/CX environment with enterprise account management experience
- Advanced proficiency in Zendesk/Salesforce and data visualization tools
- Fluency in English with neutral accent and advanced business vocabulary
- Certification in Six Sigma Yellow Belt or equivalent quality methodology
- Demonstrated ability to handle high-stress escalations with diplomacy
- Experience in performance metrics analysis (FCR, AHT, CSAT)
- Proven track record in mentoring and team leadership