Job Description
Elevate Your Career with a Global Leader in Customer Excellence
Are you a communication powerhouse looking to transition into a high-impact, premium BPO environment? OmniGlobal BPO Solutions is seeking a Senior Customer Success Specialist to join our flagship account in Taguig. We don't just manage inquiries; we orchestrate world-class brand experiences. As part of our elite team, you will enjoy a culture-first workplace, state-of-the-art facilities, and a competitive compensation package designed for the industry's top talent.
We provide a clear trajectory for leadership roles and offer continuous professional development to ensure you stay ahead in the evolving landscape of customer operations.
Responsibilities
- Deliver seamless, high-touch support to international clients via voice, chat, and email channels.
- Analyze and resolve complex service issues with a focus on First Call Resolution (FCR).
- Act as a brand ambassador, ensuring every interaction reflects our client’s premium values.
- Collaborate with the Quality Assurance team to refine communication strategies and improve NPS scores.
- Utilize advanced CRM platforms to track customer journeys and provide actionable data insights.
- Mentor junior associates to maintain high performance standards across the production floor.
- Identify and escalate systemic issues to the product development team for long-term resolution.
Qualifications
- At least 2-3 years of proven experience in an international BPO or Shared Services environment.
- Exceptional command of the English language (both written and verbal) with a neutral accent.
- Strong analytical mindset and the ability to multitask in a fast-paced, high-volume environment.
- Proficiency in CRM software such as Salesforce, Zendesk, or Microsoft Dynamics.
- Willingness to work on shifting schedules, including night shifts and holidays.
- A Bachelor’s Degree in Communications, Business, or a related field is preferred.
- Demonstrated ability to meet and exceed KPIs such as AHT, CSAT, and QA scores.