Job Description
Join GlobalConnect Solutions, a leading BPO innovator revolutionizing customer engagement across Asia-Pacific. We're seeking passionate Senior Customer Experience Specialists to elevate our world-class service delivery. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in a dynamic, tech-driven environment. Our Makati hub offers state-of-the-art facilities and a culture that celebrates excellence and professional development.
Responsibilities
- Deliver exceptional multi-channel support via voice, chat, and email for premium international clients
- Resolve complex customer inquiries with empathy and technical precision
- Maintain 95%+ CSAT and first-contact resolution targets
- Utilize Salesforce and Zendesk platforms for ticket management and CRM updates
- Train junior agents on service protocols and product knowledge
- Identify process improvement opportunities through data analysis
- Collaborate with QA team to refine service standards
Qualifications
- 3+ years BPO/CX experience in high-volume contact centers
- Proficiency in English (written/spoken) with neutral accent
- Advanced CRM and ticketing system expertise (Salesforce/Zendesk)
- Proven ability to handle escalations and conflict resolution
- Strong analytical skills with data-driven mindset
- Willingness to work on rotating shifts (including nights/weekends)
- Relevant bachelor's degree or equivalent certification