Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of excellence for Fortune 500 clients. We're seeking dynamic professionals to deliver world-class service in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in one of Asia's leading BPO hubs.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 98% resolution rate
- Mentor junior agents on best practices and performance optimization techniques
- Analyze customer feedback to identify service improvement opportunities
- Collaborate with QA team to refine training materials and scripts
- Manage escalations with empathy and problem-solving precision
- Maintain 95% adherence to service level agreements (SLAs)
Qualifications
- 3+ years in high-volume call center/BPO environment
- Fluent English with neutral accent and clear articulation
- Proven track record in customer satisfaction metrics (CSAT > 90%)
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Strong analytical skills with data-driven decision making
- Experience in quality assurance and coaching methodologies
- Ability to work night shifts and rotating schedules