Job Description
Join our award-winning team at Global Connect Solutions, a premier BPO provider serving Fortune 500 clients. We're seeking dynamic Senior Customer Experience Specialists to elevate our service excellence in the telecommunications sector. Enjoy competitive compensation, comprehensive benefits, and a modern work environment in the heart of Makati.
As a key member of our client's VIP support team, you'll handle complex customer inquiries with empathy and technical expertise. We invest heavily in your development through continuous training programs and career advancement pathways.
Responsibilities
- Manage high-volume inbound/outbound calls for premium telecom clients with 95%+ resolution rate
- Resolve complex billing disputes and technical escalations using CRM systems (Salesforce)
- Mentor junior agents and contribute to team performance optimization
- Document case histories and identify process improvement opportunities
- Maintain 99% adherence to quality assurance standards and SLAs
- Participate in quarterly innovation workshops for service enhancement
Qualifications
- Minimum 3 years in high-complexity BPO/CX environment
- Expertise in telecom industry regulations and troubleshooting
- Advanced proficiency in CRM platforms (Salesforce preferred)
- Fluent English with exceptional communication and conflict resolution skills
- Proven track record of meeting/exceeding KPIs (FCR, CSAT, AHT)
- Relevant certification in Customer Experience Management