Job Description
Join our award-winning BPO team as a Senior Customer Experience Specialist! We're seeking dynamic professionals to elevate client satisfaction through exceptional service in a fast-paced, growth-oriented environment. Enjoy comprehensive benefits, career development pathways, and a vibrant workplace culture where your voice matters.
Why GlobalConnect?
• Industry-leading training programs
• Health insurance + retirement plans
• Monthly performance bonuses
• Flexible hybrid work options
• Annual international team retreats
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Mentor new agents on process compliance and soft skills
- Identify process improvement opportunities and implement solutions
- Maintain 95%+ customer satisfaction and first-contact resolution metrics
- Collaborate with QA team to enhance service quality standards
- Utilize CRM tools to document interactions and track customer journeys
- Participate in quarterly service innovation workshops
Qualifications
- Minimum 3 years BPO/call center experience in senior roles
- Fluent English with neutral accent and clear articulation
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Proven conflict resolution and de-escalation techniques
- Strong analytical skills with data-driven decision-making ability
- Valid NBI clearance and police clearance (non-negotiable)
- Available to work in rotating shifts including weekends