Job Description
Join our award-winning BPO leader and transform customer interactions into unforgettable experiences! GlobalConnect Solutions Inc. is seeking a dynamic Senior Customer Experience Specialist to deliver exceptional service in our fast-paced contact center. Enjoy competitive compensation, comprehensive benefits, and a vibrant workplace culture that values growth and innovation. Perfect your skills with our industry-leading training programs and unlock endless career advancement opportunities.
Responsibilities
- Handle inbound/outbound calls with empathy and efficiency while resolving complex customer issues
- Exceed performance metrics including CSAT, AHT, and FCR through proactive problem-solving
- Document interactions accurately in CRM systems and identify process improvement opportunities
- Mentor junior agents on best practices and compliance standards
- Collaborate with cross-functional teams to enhance service quality
- Adapt to evolving product knowledge and regulatory requirements
- Participate in quality assurance reviews and feedback sessions
Qualifications
- Minimum 2 years of experience in inbound/outbound customer service or call center environment
- Proven track record of exceeding performance targets and customer satisfaction goals
- Excellent communication skills in English with neutral accent
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Strong problem-solving abilities and emotional intelligence
- Ability to work flexible shifts including weekends and holidays
- College degree preferred or equivalent vocational certification
- Experience in BPO industry or high-volume contact centers is highly desirable