Job Description
At GlobalConnect Solutions, we don't just answer calls; we build lasting relationships. We are seeking a dynamic Senior Customer Service Representative to join our elite team in Manila. If you are passionate about delivering world-class customer experiences and thrive in a fast-paced, high-performance environment, we want to hear from you.
In this role, you will serve as the voice of our brand, guiding customers through complex solutions with empathy and expertise. We offer a competitive compensation package, a supportive work culture, and clear pathways for career advancement in the BPO industry.
Responsibilities
- Manage High-Volume Inquiries: Handle a high volume of inbound and outbound calls with professionalism, ensuring every customer feels valued.
- Resolve Complex Issues: Diagnose customer problems efficiently and provide accurate, immediate resolutions or escalate to technical teams when necessary.
- CRM Management: Maintain and update customer records in our CRM system (Salesforce/Zoho) with precision and attention to detail.
- Upselling & Cross-selling: Identify opportunities to enhance the customer experience by introducing relevant products or services.
- Team Collaboration: Work closely with the support team and quality assurance to refine processes and share best practices.
- Adherence to KPIs: Consistently meet or exceed performance metrics including Average Handle Time (AHT) and First Contact Resolution (FCR).
Qualifications
- Language Proficiency: Fluent in English (Written and Verbal); Filipino language skills are a plus.
- Experience: Minimum of 2 years of experience in a BPO or Customer Service environment.
- Communication Skills: Exceptional interpersonal skills with the ability to de-escalate tense situations and build rapport.
- Technical Aptitude: Comfortable navigating computer systems and learning new software quickly.
- Problem Solving: Strong analytical skills with a proactive approach to troubleshooting.
- Work Ethic: Ability to work flexible shifts, including weekends and holidays, as required by business needs.