job description
Are you a seasoned customer service professional looking to elevate your career? Konektao Global BPO Corporation is seeking a highly skilled Senior Customer Experience Associate to join our dynamic team in Manila. In this pivotal role, you will act as a key point of contact for our international partners, ensuring seamless service delivery and high-level issue resolution.
We are looking for a natural problem-solver who thrives in a fast-paced BPO environment. You will not only manage queues and handle complex escalations but also play a critical role in onboarding and cross-functional collaboration. If you are passionate about driving customer satisfaction and have a track record of operational excellence, we want to hear from you. We offer a competitive salary package, a professional work environment, and clear opportunities for career progression within our growing global organization.
Responsibility
- Manage high-priority support queues while ensuring all service level agreements (SLAs) are consistently met.
- Act as the primary point of escalation for complex customer issues, providing timely and professional resolution.
- Facilitate the seamless onboarding of new partners by providing comprehensive product and process support.
- Collaborate effectively with cross-functional teams to identify and resolve recurring technical or process-related roadblocks.
- Provide mentorship and guidance to junior team members to uplift overall department performance.
- Maintain accurate logs and documentation of all customer interactions and resolution outcomes.
- Conduct regular process audits to suggest improvements for operational efficiency.
Qualifications
- Minimum of 2-3 years of experience in a Senior CX or Lead Support role within the BPO industry.
- Exceptional verbal and written communication skills in English.
- Proven ability to manage high-pressure situations and de-escalate customer concerns effectively.
- Strong analytical skills with a focus on data-driven decision-making and process improvement.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Ability to work autonomously and handle multiple complex tasks simultaneously.
- Strong interpersonal skills with the capacity to build lasting professional relationships with external partners.