Job Description
Join GlobalConnect Solutions, the Philippines' premier BPO innovator, as we revolutionize customer experience through cutting-edge technology and world-class service. We're seeking a dynamic Senior Customer Success Manager to lead our elite team in Makati City, where your expertise will directly impact client retention and growth.
At GlobalConnect, we invest in your future with comprehensive training programs, career advancement pathways, and a vibrant work culture that celebrates achievement. Enjoy competitive compensation, performance bonuses, and exclusive perks including health insurance and paid upskilling certifications.
Responsibilities
- Lead and mentor a team of 8-10 customer service representatives to exceed performance metrics
- Develop and implement proactive client retention strategies with 95%+ satisfaction targets
- Analyze customer interaction data to identify improvement opportunities and process enhancements
- Collaborate with cross-functional teams to resolve escalated issues and ensure seamless service delivery
- Conduct weekly performance reviews and personalized coaching sessions
- Drive digital transformation initiatives within the customer service department
- Represent the company at client meetings and industry conferences
Qualifications
- Bachelor's degree in Business Administration, Communications, or related field
- Minimum 5 years of experience in BPO/call center management with 2+ years in leadership
- Proven track record of improving customer satisfaction scores (CSAT) and retention rates
- Advanced proficiency in CRM platforms (Salesforce, Zendesk) and analytics tools
- Exceptional communication skills with fluency in English and Filipino
- Strong problem-solving abilities with experience in conflict resolution
- Certification in Six Sigma or Agile methodologies preferred
- Ability to work flexible shifts including weekends and holidays