Customer Service Representative

2 days ago

Paranaque City, Calabarzon, Philippines Unity Communications Full time

Transform Customer Experiences

We are seeking a skilled Customer Service Representative to join our team at Unity Communications. In this role, you will be the friendly voice connecting with customers and delivering top-notch services that make a real difference.

You will spend your eight hours:

  • Mastery of clients business systems, technology, workflows, and standard operating procedures.
  • Providing first-level customer support through inbound/outbound calls, connecting with potential customers who have expressed interest in the client's painting services.
  • Assessing 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.
  • Recording and managing customer interactions accurately using Salesforce and, when necessary, Hatch, ensuring every call is dispositioned and all follow-up actions are appropriately tasked.
  • Executing data entry tasks, such as creating leads in Salesforce from email or other channels, updating cadence steps, and handling related responsibilities.
  • Addressing common customer issues and complaints, creating cases when needed and escalating complex inquiries to management as required.
  • Using rebuttal scripts and strategies to overcome objections, answer frequently asked questions, and increase booked estimate appointments.
  • Maintaining a positive, empathetic, and professional demeanor in all interactions with customers or field representatives while upholding the client's brand voice and values.
  • Collaborating closely with the onshore team to share best practices and utilize data-driven insights to enhance service delivery.
  • Taking on additional responsibilities as you master inbound/outbound calling and data entry tasks.

Your Qualifications

  • A proven track record 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.
  • 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.
  • Experience in the home services industry (a plus).
  • Ability to work Eastern Time Zone hours.

Your 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.

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. We offer a hybrid work setup with on-site training and a full-time position.

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