Job Description
Join GlobalConnect Solutions, a leading BPO partner for Fortune 500 companies, as we revolutionize customer experience in the digital age. We're seeking passionate Senior Customer Success Specialists to deliver exceptional support through omnichannel platforms. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in our state-of-the-art Makati facility.
Responsibilities
- Handle complex customer inquiries via phone, chat, and email with 95%+ resolution rate
- Proactively identify upsell opportunities to drive revenue growth
- Maintain detailed CRM documentation with 100% accuracy
- Collaborate with technical teams to resolve escalated issues
- Train junior agents on product knowledge and soft skills
- Generate weekly performance reports using analytical tools
Qualifications
- 3+ years in BPO/Customer Success with 1+ years in senior role
- Fluent English with neutral accent (written & verbal)
- Proficiency in Salesforce, Zendesk, or similar CRM platforms
- Strong problem-solving abilities with SLA adherence
- Experience with customer retention strategies
- Ability to work night shifts (Philippine timezone)
- Bachelor's degree in Business/Communications preferred