Job Description
Who We Are:
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
What Will You Do
We are seeking an empathetic and tech-savvy Customer Service Representative to provide exceptional support to customers. In this role, you will communicate with customers via phone, chat, and email to address inquiries, troubleshoot issues, and ensure a seamless experience. Your ability to deliver timely and effective solutions will contribute to customer satisfaction and brand loyalty.
Respond to customer inquiries across multiple channels, including phone, chat, and email, ensuring timely
and accurate assistance
Troubleshoot service-related problems, provide step-by-step guidance, and escalate issues as needed 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
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
Who You Are:
To be considered, candidates are expected to have the following:
Required Qualifications
High school diploma or equivalent.
2 years of experience in a customer service role in a call center setting with 6 months telecom mandate
Strong written and verbal English communication skills, with the ability to adapt tone and style to
different channels (phone, chat, email).
Basic technical proficiency, including familiarity with CRM software and troubleshooting common
connectivity issues.
Exceptional problem-solving skills and 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, telecommunications
Proficiency with live chat platforms and ticketing systems.
Strong understanding of network connectivity or technical support principles.
