Job Description
Join our award-winning BPO team at Global Connect Solutions, where we transform customer interactions into memorable experiences. As a Senior Customer Experience Specialist, you'll be the voice of our premium clients, delivering exceptional service while driving customer loyalty and retention. We offer industry-leading training, career advancement pathways, and a vibrant, inclusive workplace culture where your growth is our priority.
Our state-of-the-art Makati City facility features ergonomic workstations, wellness rooms, and collaborative spaces designed to maximize your potential. Enjoy competitive compensation, comprehensive benefits, and opportunities to work with Fortune 500 brands across multiple industries.
Responsibilities
- Handle high-volume inbound/outbound calls for premium clients with 95%+ satisfaction targets
- Resolve complex customer inquiries across multiple channels (phone, email, chat)
- Implement retention strategies for at-risk accounts with personalized solutions
- Maintain detailed CRM documentation with 100% accuracy
- Collaborate with cross-functional teams to improve service quality
- Mentor junior specialists on advanced communication techniques
- Participate in continuous improvement initiatives for client programs
Qualifications
- Minimum 2 years experience in high-volume BPO/Call Center environment
- Fluent English with exceptional verbal/written communication skills
- Proven ability to handle irate customers with empathy and professionalism
- Advanced knowledge of CRM platforms (Salesforce preferred)
- Strong problem-solving skills with analytical mindset
- Ability to work flexible shifts including weekends/holidays
- College graduate or equivalent vocational certification