Job Description
Join GlobalConnect Solutions, a leading BPO provider, and transform customer interactions into exceptional experiences. We're seeking a dynamic Senior Customer Experience Specialist to join our award-winning team in Quezon City. Enjoy competitive compensation, comprehensive benefits, and clear career advancement paths in a fast-paced, tech-enabled environment.
As a key member of our client's support ecosystem, you'll handle inbound/outbound communications across multiple channels while maintaining industry-leading satisfaction metrics. Our culture emphasizes continuous learning, recognition excellence, and work-life balance through flexible scheduling.
Responsibilities
- Manage complex customer inquiries via phone, email, and chat with 95%+ first-contact resolution rate
- Utilize CRM systems to document interactions, track trends, and identify process improvement opportunities
- Collaborate with technical teams to resolve escalated issues within SLA targets
- Mentor junior agents through knowledge sharing and performance coaching
- Participate in quality assurance reviews to enhance service delivery standards
- Contribute to cross-departmental projects for customer journey optimization
Qualifications
- 3+ years of customer service experience in high-volume contact center environments
- Proficiency in CRM platforms (Salesforce/Zendesk) and Microsoft Office Suite
- Exceptional communication skills in English (verbal/written) with neutral accent
- Ability to multitask effectively while maintaining composure under pressure
- Basic data analysis skills with attention to detail in documentation
- Relevant certification in customer service management preferred
- Willingness to work on rotating shifts (including weekends)