Job Description
Join Boston's premier customer service hub at GlobalConnect Solutions! We're seeking dynamic Senior Customer Experience Specialists to deliver exceptional service in our downtown Boston center. Enjoy a modern workspace with state-of-the-art technology, competitive benefits, and career growth opportunities. As a key player in our award-winning team, you'll resolve complex inquiries while building lasting customer relationships. We offer comprehensive training, performance bonuses, and a supportive culture that values your professional development. Apply now to become part of Boston's top-rated service team!
Responsibilities
- Handle high-volume inbound/outbound calls with empathy and efficiency
- Resolve complex customer issues across multiple communication channels
- Meet/exceed monthly performance metrics (CSAT, AHT, FCR)
- Document interactions accurately in CRM systems
- Collaborate with technical teams to resolve escalated issues
- Mentor junior team members on best practices
- Identify process improvement opportunities
Qualifications
- 2+ years of call center or customer service experience
- Proficiency with Salesforce or similar CRM platforms
- Exceptional verbal/written communication skills
- Ability to multitask in fast-paced environment
- Strong problem-solving and conflict resolution abilities
- High school diploma or equivalent; college degree preferred
- Available to work flexible shifts including evenings/weekends
- Bilingual (Spanish/Portuguese) highly desirable