Job Description
Join GlobalConnect Solutions Inc., a leading BPO pioneer, as a Senior Customer Support Specialist! We're seeking passionate professionals to deliver exceptional customer experiences for Fortune 500 clients in our state-of-the-art Makati facility. Enjoy comprehensive benefits, career growth opportunities, and a dynamic team environment.
What We Offer:
- Competitive salary + performance incentives
- Health insurance + retirement plan
- Free daily meals + transportation allowance
- Professional development certifications
- Modern ergonomic workspaces
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Document interactions accurately in CRM systems while maintaining data privacy standards
- Escalate unresolved issues to Tier 2 support with detailed context
- Contribute to process improvement initiatives through monthly feedback sessions
- Maintain service level agreements (SLAs) with <30-second average response time
- Train new agents on product knowledge and soft skills
- Monitor customer satisfaction metrics and implement recovery strategies
Qualifications
- Minimum 2 years in BPO/Customer Support with proven performance metrics
- Fluent in English with clear articulation and neutral accent
- Proficient in Zendesk, Salesforce, or similar CRM platforms
- Strong problem-solving abilities with conflict resolution experience
- Ability to multitask across digital communication channels
- Flexible schedule availability (including weekends/holidays)
- College degree preferred or equivalent professional certification
- Basic knowledge of Spanish or Mandarin is a plus