Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of excellence for Fortune 500 clients! We're revolutionizing customer engagement through cutting-edge BPO technology and world-class training. Located in the heart of Makati's bustling business district, our state-of-the-art facility offers a vibrant, collaborative environment where your communication skills and problem-solving abilities will shine.
We provide comprehensive benefits including health insurance, performance bonuses, and clear career progression paths. Our award-winning culture values innovation, integrity, and exceptional service – making us a Top 10 BPO Employer in Asia for 2023.
Responsibilities
- Deliver exceptional customer experiences across multiple communication channels (voice, email, chat)
- Resolve complex customer issues with empathy and efficiency while maintaining SLA compliance
- Mentor junior agents and contribute to continuous improvement of service protocols
- Analyze customer feedback to identify trends and recommend process enhancements
- Utilize CRM systems to document interactions and maintain accurate customer records
- Participate in cross-functional projects to elevate service quality
- Adhere to strict data security and confidentiality standards
Qualifications
- Minimum 2 years of customer service experience in a high-volume BPO environment
- Proficiency in English with excellent verbal and written communication skills
- Strong problem-solving abilities and emotional intelligence
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Ability to multitask effectively in a fast-paced setting
- College degree preferred or equivalent vocational certification
- Experience with quality assurance metrics and performance improvement
- Willingness to work on flexible schedules including weekends