Job Description
Join GlobalConnect Solutions, a leading BPO provider, as we revolutionize customer engagement across APAC. We're seeking a Senior Customer Experience Specialist to deliver exceptional service in our award-winning Makati City contact center. Enjoy competitive compensation, comprehensive benefits, and career growth in a dynamic environment.
Why Join Us?
- Industry-leading training programs
- Health insurance and retirement plans
- Performance-based quarterly bonuses
- Modern workspaces with recreational facilities
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Mentor junior agents on service standards and problem resolution
- Identify process improvement opportunities and implement solutions
- Maintain 95%+ customer satisfaction score and SLA adherence
- Collaborate with cross-functional teams to resolve escalated issues
- Utilize CRM tools to document interactions and track resolution metrics
Qualifications
- 3+ years in high-volume call center/BPO environment
- Fluency in English and Filipino (Tagalog)
- Advanced proficiency in Salesforce and Zendesk
- Certification in conflict resolution or customer service
- Experience leading small teams or mentoring peers
- Strong analytical skills with data interpretation ability
- Flexibility to work rotational shifts (including weekends)