Customer Service Representative

Job Summary:

As a Customer Service Representative at unifyCX, you will play a pivotal role in providing exceptional support to our diverse clientele. You will leverage your empathy and technical skills to ensure a seamless customer experience, addressing inquiries and troubleshooting issues across multiple communication channels.

Key Responsibilities:

• Respond to customer inquiries across multiple channels, including phone, chat, and email, ensuring timely and accurate assistance.
• Troubleshoot service-related problems, offer step-by-step guidance, and escalate issues as necessary to appropriate teams.
• Assist customers with billing inquiries, service upgrades, plan changes, and account updates.
• Educate customers about the company’s broadband and video services, features, and self-service tools.
• Maintain detailed and accurate records of customer interactions to support service consistency and quality.
• Build positive relationships by actively listening, demonstrating empathy, and exceeding customer expectations.
• Meet or exceed key performance indicators, including response time, resolution rate, and customer satisfaction scores.

Requirements:

• High school diploma or equivalent.
• 2 years of experience in a customer service role in a call center setting, with at least 6 months in the telecommunications sector.
• Strong written and verbal English communication skills, adaptable to different channels (phone, chat, email).
• Basic technical proficiency with CRM software and troubleshooting common connectivity issues.
• Exceptional problem-solving skills and strong attention to detail.
• Ability to handle multiple tasks and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• At least 6 months of experience in the broadband or telecommunications industry.
• Proficiency with live chat platforms and ticketing systems.
• Strong understanding of network connectivity or technical support principles.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance packages.
• Opportunities for career advancement within a growing global organization.
• Flexible work hours and remote work options.
• Dedicated training and professional development programs.
• Inclusive workplace culture that values diversity and innovation.
• Employee wellness programs and activities.