Job Description
Are you a master of communication with a passion for delivering world-class customer experiences? OmniChannel Solutions Global is seeking a high-performing Senior Customer Experience Specialist to join our elite team in Taguig. In this role, you will be the voice of global brands, resolving complex issues, and driving customer loyalty through stellar service.
We offer a modern workspace, industry-leading compensation, and rapid career progression in a supportive, tech-forward environment. If you thrive in fast-paced settings and love solving problems, we want to hear from you!
Responsibilities
- Deliver exceptional customer support via voice, chat, and email channels to international clients.
- Diagnose, troubleshoot, and resolve complex customer inquiries and technical issues efficiently.
- Maintain a high level of product knowledge to accurately guide users and recommend optimal solutions.
- Document all customer interactions accurately within our advanced enterprise CRM platform.
- Collaborate with cross-functional teams to escalate critical bugs and improve overall service delivery.
- Meet and exceed key performance indicators (KPIs) including CSAT, FCR, and average handling time.
Qualifications
- At least 2 years of solid experience in a premium BPO or Call Center environment.
- Exceptional verbal and written English communication skills with a neutral accent.
- Proven track record of meeting or exceeding customer satisfaction (CSAT) targets.
- Proficiency with modern CRM tools (e.g., Salesforce, Zendesk) and MS Office Suite.
- Strong critical thinking, active listening, and problem-solving capabilities.
- Willingness to work in rotating shifts, including night shifts and holidays.
- Completed at least 2 years of college education or equivalent vocational training.