Customer Service Representative

2 days ago

Paranaque City, Calabarzon, Philippines Unity Communications Full time
About the Role

We are seeking a highly skilled and dedicated Customer Service Representative to join our team in the Eastern Time Zone. As an offshore call center agent, you will be the friendly voice connecting with customers and managing interactions in Salesforce.

Key Responsibilities:
  • Mastery of clients business systems, technology, workflows, and standard operating procedures
  • Provide first-level customer support through inbound/outbound calls, connecting with potential customers who have expressed interest in clients painting services
  • Assess customer needs during each call, offering detailed information about services available in their region and scheduling free estimate appointments to convert inquiries into booked appointments
  • Record and manage customer interactions accurately using Salesforce and, when necessary, Hatch, ensuring every call is dispositioned and all follow-up actions are appropriately tasked
  • Execute data entry tasks, such as creating leads in Salesforce from email or other channels, updating cadence steps, and handling related responsibilities
  • Address common customer issues and complaints, creating cases when needed and escalating complex inquiries to management as required
  • Use rebuttal scripts and strategies to overcome objections, answer frequently asked questions, and increase booked estimate appointments
  • Maintain a positive, empathetic, and professional demeanor in all interactions with customers or field representatives while upholding clients brand voice and values
Requirements:
  • Proven experience in customer service, ideally in a call center setting, with a strong customer-centric and empathetic approach
  • Adaptability and professionalism in interacting with a variety of customer personalities
  • Exceptional verbal and written communication skills in English
  • Naturalized or Near Native American Accent
  • Strong multi-tasking abilities, detail orientation, time management, and problem-solving skills
  • 1-3 years of customer service experience
  • Proficiency in Salesforce or similar CRM systems
About Our Company

Unity Communications is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management.

Benefits
  • HMO coverage with two free dependents upon regularization
  • VL/SL credits upon regularization
  • Friendly and supportive work culture
  • 13th-month pay and other Philippine-government-mandated benefits
  • Non-taxable allowances
  • Pay increases, performance bonuses, birthday gifts, and many more

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