Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist at GlobalConnect Solutions! We're revolutionizing customer service through cutting-edge technology and personalized support. As a key member of our Manila-based team, you'll drive customer satisfaction while developing leadership skills in a dynamic, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and clear pathways to management roles. If you're passionate about turning customer interactions into loyalty moments, this is your career-defining opportunity.
Responsibilities
- Lead complex customer issue resolution across multiple communication channels (voice, email, chat)
- Mentor junior agents and conduct quality assurance reviews
- Analyze customer feedback to identify service improvement opportunities
- Collaborate with product teams to escalate systemic issues
- Develop and implement personalized retention strategies for high-value clients
- Monitor KPIs and contribute to continuous process optimization
- Train team on new products and service protocols
Qualifications
- 3+ years of BPO/call center experience with leadership exposure
- Fluency in English and Tagalog with exceptional communication skills
- Proven track record in exceeding customer satisfaction targets
- Advanced proficiency in CRM systems (Salesforce, Zendesk)
- Strong analytical skills with data-driven decision-making ability
- Ability to thrive in shift-based environments
- Certificate in Customer Service Management preferred
- Experience handling VIP client accounts