Customer Support Associate - Voice

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.

Job Summary: As a Chat Customer Service Agent, you will be responsible for providing prompt and efficient support to our customers via chat platforms. You will handle billing and general information inquiries, while also identifying opportunities to recommend and sell our products and services to meet customer needs. You will be expected to efficiently navigate multiple tools and knowledge databases, ensure a high level of customer satisfaction, and adhere to company policies and procedures. This role requires strong communication skills, effective use of various systems and tools, and a passion for delivering top-notch customer service while driving sales results.

Key Responsibilities:

Respond promptly to customer inquiries via chat, providing accurate information and assistance.

Guide customers through product features and functionalities, to resolve their concerns effectively.

Utilize knowledge base and resources to provide comprehensive support and resolutions.

Escalate complex issues to appropriate teams or supervisors for further assistance and resolution.

Identify customer needs and recommend relevant products and services, supporting sales opportunities during chat interactions.

Document customer interactions, issues, and resolutions accurately in the system.

Maintain a positive and professional demeanor in all customer interactions, ensuring a high level of customer satisfaction.

Stay updated on product updates, promotions, and company policies to provide accurate information to customers.

Meet or exceed performance metrics, including response time, resolution time, customer satisfaction ratings, sales targets and first-contact resolution rate.

Qualifications:

Previous experience in customer service or technical support roles, preferably in the telecommunications industry.

Excellent written communication skills with a keen eye for detail.

Proficiency in typing and multitasking while maintaining a chat conversation.

Strong problem-solving abilities with the capacity to provide billing explanations effectively.

Ability to remain calm and composed under pressure, especially during high-volume chat sessions.

Familiarity with telecommunications products, services, and industry trends.

Adaptability to learn new technologies and systems quickly.

Customer-focused mindset with a commitment to delivering exceptional service.

Ability to work independently and collaboratively in a fast-paced environment.

Working Conditions:

This is a full-time position based in an office environment.

Shift work may be required, including evenings, weekends, and holidays.

The role primarily involves communicating with customers via chat platforms.