Deskripsi Pekerjaan
About the Role:
Are you a seasoned customer experience professional looking for your next challenge? Konektao Global BPO Corporation is seeking a dedicated and experienced Senior Customer Experience Associate to elevate our partner support operations in Manila City. In this crucial role, you will be the linchpin of our partner satisfaction, expertly navigating queue management, resolving high-stakes escalations, guiding new partners through onboarding, and collaborating with internal teams to drive excellence.
Why Join Konektao Global BPO?
We offer a dynamic, people-first culture where your contributions are recognized and rewarded. As a Senior CX Associate, you will have the opportunity to shape the customer journey, mentor peers, and grow your career within a rapidly expanding global organization. Be part of a team that values innovation, integrity, and a relentless focus on delivering exceptional experiences.
Your Impact:
In this role, you will be responsible for ensuring every partner interaction is seamless, professional, and solution-oriented. From managing real-time queues to investigating root causes of recurring issues, your work will directly impact partner retention and operational efficiency. If you are passionate about solving problems, exceeding expectations, and making a tangible impact on business outcomes, we want to hear from you.
Tanggung Jawab
- Act as the primary escalation point for complex partner issues, ensuring timely diagnosis and resolution.
- Manage inbound communication queues (email, chat, phone) to meet service level agreements (SLAs).
- Conduct thorough investigations and root cause analyses on recurring issues.
- Facilitate partner onboarding sessions, providing training and support on platform features.
- Collaborate with internal teams (Sales, Product, Operations) to relay partner feedback and improve processes.
- Participate in quality assurance initiatives to maintain high service standards.
- Develop and maintain documentation, helping to build a robust knowledge base.
Kualifikasi
- Minimum of 2-3 years of experience in a customer service or partner support role.
- Proven track record in managing difficult customer interactions and escalations.
- Strong analytical skills and the ability to use data to drive decisions.
- Excellent English communication skills, both written and verbal.
- Highly proficient in MS Office and CRM systems (Zendesk, Salesforce, etc.).
- Ability to thrive in a fast-paced, team-oriented environment.
- Willingness to work on-site in Manila City with shifting schedules.