Customer Care Specialist

3 weeks ago

Quezon City, Philippines UnifyCX Full time

UnifyCX Quezon City, National Capital Region, Philippines

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UnifyCX Quezon City, National Capital Region, Philippines

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Unify CX is looking for an extraordinary Customer Care Specialist to join our motivated and ambitious team.
What Will You Do?
As a Customer Care Specialist , you are responsible for providing exceptional service by handling complex customer inquiries, resolving issues efficiently, and offering tailored solutions. This role involves a deeper understanding of the company’s products and services, often supporting high-priority customers or handling escalated issues. Customer Care Specialists work across departments to ensure customer satisfaction and loyalty.

  • Answer customer questions about mobile, internet, and TV services.
  • Explain plans, data usage, call charges, and account details clearly.
  • Troubleshoot and escalate technical problems like signal loss, network outages, or SIM issues.
  • Coordinate with technical teams or network engineers when needed.
  • Assist with SIM swaps, plan upgrades, number portability, or service activations/deactivations.
  • Guide customers through self-service tools and apps.
  • Explain bills, charges, and data usage.
  • Resolve billing disputes or incorrect charges and help with payment plans if needed.
  • Follow up with customers to confirm that their issues were resolved.
  • Collect feedback and promote customer loyalty.
  • Log interactions and updates in systems like Salesforce, Zendesk, or proprietary telco tools.
  • Maintain accurate records and update customer profiles.
  • Upsell or cross-sell relevant services based on customer needs (e.g., broadband bundles, roaming packages).
  • Educate customers on new promotions, devices, or features.
Who You Are
Candidates are expected to have the following:
  • At least 1 year of experience in the broadband, telecommunications, or video services industry.
  • Knowledge of customer care strategies and techniques.
  • Excellent problem-solving skills and attention to detail.
  • Experience handling escalated customer issues is a strong plus.
Preferred Qualifications
  • Excellent English skills - proper written and oral grammar.
  • High school diploma or equivalent.
  • Minimum 1 year of experience in customer care or account management roles.
  • Strong interpersonal and communication skills.
  • Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office)
  • Problem-solving skills and ability to adapt to customer needs in real-time.
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. Seniority level
  • Seniority level Entry level
Employment type
  • Employment type Full-time
Job function
  • Job function Other
  • Industries Business Consulting and Services

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