Job Description
Join our award-winning customer experience team at Global Connect Solutions Inc., a leading BPO provider serving Fortune 500 clients. We're seeking dynamic professionals to elevate our service delivery in the vibrant heart of Makati City. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths in a modern, collaborative environment.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with empathy and precision
- Resolve escalated issues with first-contact resolution rate exceeding 85%
- Maintain detailed documentation in CRM systems while meeting KPIs
- Collaborate with technical teams to troubleshoot product/service challenges
- Contribute to process improvement initiatives through regular feedback sessions
- Mentor junior agents on best practices and compliance standards
- Participate in quarterly training programs to enhance product knowledge
Qualifications
- Minimum 2 years in high-volume BPO/call center environment
- Exceptional written and verbal communication skills in English
- Proven ability to navigate multiple software systems simultaneously
- Certification in conflict resolution or customer service preferred
- Strong analytical skills with data-driven problem-solving approach
- Ability to thrive in fast-paced, metrics-driven setting
- Flexible availability including weekends and holidays as needed