Job Description
Join GlobalConnect Solutions as a Senior Customer Experience Specialist and become the voice of innovation in the BPO industry. We're seeking passionate individuals to deliver exceptional service while driving customer loyalty and operational excellence. Our Makati-based hub offers a dynamic environment where your problem-solving skills directly impact business growth. Enjoy competitive compensation, comprehensive training, and clear career advancement pathways in one of Southeast Asia's most vibrant business districts.
Responsibilities
- Handle inbound/outbound customer interactions with empathy and efficiency across multiple channels
- Resolve complex customer issues through proactive problem-solving and root cause analysis
- Collaborate with cross-functional teams to implement process improvements
- Maintain detailed documentation of customer interactions and resolutions
- Meet/exceed KPIs including CSAT, FCR, and AHT targets
- Coach junior agents on best practices and performance standards
- Contribute to knowledge base development and training material updates
Qualifications
- Minimum 3 years in BPO/customer service environment
- Proven track record of exceeding performance metrics
- Fluency in English with excellent verbal/written communication skills
- Proficiency in CRM systems (Salesforce, Zendesk)
- Strong analytical skills with data-driven decision-making ability
- Experience in conflict resolution and de-escalation techniques
- Ability to thrive in fast-paced, target-driven environments
- Relevant industry certifications preferred