Customer Service Representative

unybrands is seeking a Customer Service Representative to join their team in Manila, Philippines. The Customer Service Representative will be the primary point of contact for valued customers, providing exceptional service and support. The ideal candidate will have a dedication to customer satisfaction and problem-solving skills to maintain the brand's reputation.

The role involves:

• Providing prompt, empathetic responses to customer inquiries via phone, email, chat, and Amazon communication channels.
• Listening actively to customer concerns, demonstrating empathy and respect while addressing issues.
• Investigating and resolving customer complaints effectively, ensuring a seamless customer experience.
• Proactively anticipating customer needs, providing solutions that exceed expectations.
• Continuously enhancing knowledge of the company’s products, services, and policies to provide accurate and informed support.
• Empowering customers by offering clear, helpful product information and troubleshooting guidance.
• Staying updated on the e-commerce landscape to deliver efficient, platform-specific support.
• Striving to resolve customer issues independently, taking accountability for assigned brands and responsibilities.
• Escalating complex cases to higher-level staff when necessary, ensuring prompt and effective resolutions.
• Using AI tools and resources to improve efficiency and enhance customer interactions.
• Providing actionable feedback to management, highlighting common customer issues and suggesting improvements for product or service enhancements.
• Actively participating in the continuous improvement of processes, utilizing customer feedback as a catalyst for change.
• Contributing to refining AI tools and support resources to streamline customer interactions and improve efficiency.
• Maintaining a positive and professional demeanor in all interactions, both with customers and internal teams.
• Working collaboratively with colleagues, sharing insights and ideas that contribute to team efficiency and customer experience improvements.
• Upholding the company's commitment to transparency, integrity, and customer-centric excellence in every task.
• Embracing new tools and technologies that drive innovation in customer support, contributing to improved team efficiency and company growth.
• Being open to feedback and committed to continuous learning, adapting to changes in customer service processes and tools.

Requirements:

• High school diploma or equivalent (Associate's degree or Bachelor's degree is a plus).
• Previous customer service experience in e-commerce, retail, or call centers is preferred but not required.
• Strong written and verbal communication skills, with the ability to adapt to diverse customer needs.
• Empathetic and patient demeanour, with a solutions-oriented mindset.
• Demonstrated problem-solving skills, critical thinking under pressure, and adaptability to challenges.
• Familiarity with customer service software, CRM systems (e.g., Zendesk), and AI tools is a plus
• Detail-oriented, with a strong commitment to delivering exceptional customer experiences.
• Ability to work effectively in a fast-paced, dynamic environment.
• A proactive attitude toward continuous learning and embracing new technologies and products.
• Multilingual skills are a bonus, particularly in French and Italian.