Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become part of Southeast Asia's fastest-growing BPO powerhouse. We're seeking passionate professionals to deliver exceptional service to Fortune 500 clients in a dynamic, tech-enabled environment. Enjoy competitive benefits, career advancement pathways, and a culture that celebrates innovation and excellence.
Our Manila hub features state-of-the-art facilities, comprehensive training programs, and a vibrant team culture. We invest heavily in our people through continuous learning initiatives, performance bonuses, and wellness programs. This role offers stability with rapid growth opportunities into team leadership positions.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email) with 95%+ resolution rate
- Mentor junior agents on best practices and company protocols
- Identify process improvement opportunities through data analysis
- Maintain detailed documentation of customer interactions and solutions
- Collaborate with cross-functional teams to resolve escalated issues
- Meet/exceed KPIs for quality, efficiency, and customer satisfaction
- Participate in continuous training programs to enhance product knowledge
Qualifications
- Minimum 2 years' experience in high-volume call center/BPO environment
- Proficient in CRM platforms (Salesforce, Zendesk preferred)
- Exceptional communication skills in English and Filipino
- Strong problem-solving abilities with analytical mindset
- Ability to work flexible shifts including weekends and holidays
- College degree or equivalent vocational certification
- Experience in healthcare or financial services verticals is advantageous
- Basic knowledge of SQL or data visualization tools