About the role

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.

Customer Support Associate