Job Description
Join GlobalBPO Solutions as a Senior Customer Experience Specialist and elevate our client's service standards. We're seeking dynamic professionals to deliver exceptional support through multiple channels while driving process improvements. Enjoy competitive compensation, comprehensive training, and clear career advancement pathways in our award-winning BPO environment.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Mentor junior agents and contribute to knowledge base documentation
- Identify process inefficiencies and implement data-driven solutions
- Maintain detailed case records and compliance documentation
- Collaborate with cross-functional teams to resolve escalated issues
- Participate in quality assurance audits and coaching sessions
- Support CRM system optimization and training initiatives
Qualifications
- 3+ years in high-volume contact center operations
- Advanced proficiency in English (written and verbal)
- Experience with Zendesk/Salesforce and CRM platforms
- Certification in conflict resolution or customer service management
- Strong analytical skills with data interpretation abilities
- Proven track record in reducing customer churn rates
- Ability to work flexible shifts including weekends
- Bachelor's degree in Business or related field preferred