Job Description
Join GlobalConnect Solutions, a premier BPO leader revolutionizing customer engagement across Asia. We're seeking dynamic individuals to elevate our client's digital presence through exceptional service delivery. Our Makati hub offers state-of-the-art facilities, career progression pathways, and a vibrant culture that celebrates innovation and inclusivity. Enjoy comprehensive benefits including health insurance, performance bonuses, and continuous learning programs.
Be part of a team that values your growth while making tangible impacts on global customer satisfaction. We invest in our people through mentorship from industry veterans and opportunities to specialize in emerging tech domains like AI-driven support systems.
Responsibilities
- Deliver premium multi-channel support via voice, chat, and email for Fortune 500 clients
- Resolve complex customer inquiries with first-contact resolution expertise
- Maintain 95%+ quality scores and adherence to SLA metrics
- Document interactions using CRM systems while ensuring data accuracy
- Collaborate with cross-functional teams to optimize service workflows
- Participate in quarterly process improvement initiatives
- Mentor junior agents during peak operational periods
Qualifications
- Minimum 2 years BPO/call center experience with high-volume environments
- Fluency in English with neutral accent; Filipino proficiency mandatory
- Proficiency in Zendesk, Salesforce, or similar CRM platforms
- WPM 45+ typing speed with 98% accuracy in documentation
- Proven conflict resolution skills with client retention focus
- Adaptability to rotating shifts including graveyard schedules
- Certification in customer service management (preferred)
- Advanced knowledge of PCI-DSS compliance protocols