Job Description
Join GlobalConnect Solutions, a leading BPO innovator revolutionizing customer engagement across Asia. We're seeking dynamic Senior Customer Experience Specialists to elevate our client's brand reputation through exceptional service. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in our state-of-the-art Makati facility. Be part of a culture that values your development and rewards excellence.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email with 98% resolution rate
- Mentor new agents through peer coaching and knowledge sharing sessions
- Analyze customer feedback to identify process improvement opportunities
- Collaborate with cross-functional teams to resolve escalated issues
- Maintain detailed documentation of customer interactions and solutions
- Adhere to strict SLAs and quality standards while exceeding KPIs
Qualifications
- 3+ years in customer service or BPO environment
- Proven track record in conflict resolution and de-escalation
- Fluent in English with exceptional written and verbal communication
- Proficient in CRM platforms (Salesforce preferred)
- Ability to work flexible shifts including weekends and holidays
- Strong analytical skills with attention to detail
- College degree or equivalent professional certification