Customer Care Specialist

6 hours ago

Quezon City, National Capital Region, Philippines Unify CX Full time ₱250,000 - ₱500,000 per year

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 a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

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