Job Description
Join GlobalConnect Solutions, a leading BPO partner for Fortune 500 companies, as we revolutionize customer engagement in the digital age. Our Makati hub offers an innovative work environment where your communication skills and problem-solving abilities will directly shape brand loyalty. Enjoy comprehensive benefits including health insurance, performance bonuses, and clear career progression paths. We invest in your growth through continuous training programs and certifications in CRM systems and conflict resolution.
As part of our award-winning team, you'll contribute to a culture of excellence recognized by the International Customer Service Association. Our state-of-the-art facility features ergonomic workstations, relaxation zones, and flexible scheduling options. We pride ourselves on our 94% employee retention rate – a testament to our commitment to creating a supportive and dynamic workplace.
Responsibilities
- Manage complex customer interactions across digital channels (voice, chat, email) with 98% first-contact resolution rate
- Utilize Salesforce and Zendesk platforms to document cases and maintain accurate customer profiles
- Identify upsell opportunities for premium services during customer engagement
- Collaborate with technical teams to resolve escalated issues within SLA timelines
- Mentor new agents on communication techniques and company protocols
- Analyze call metrics to identify process improvement opportunities
- Participate in quarterly training sessions on new product launches
Qualifications
- Minimum 2 years in BPO/Customer Service with proven high-volume handling experience
- Fluency in English with neutral accent; Tagalog proficiency required
- Advanced proficiency in CRM platforms (Salesforce, Zendesk)
- Willingness to work in rotating shifts (including night shifts)
- Professional certification in conflict resolution preferred
- Typing speed of 40+ WPM with 95% accuracy
- Experience handling premium client accounts (banking/telecom)