Customer Service Representative

About the Company

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and the Asia Pacific Region. We are looking for extraordinary talent to join our unique and diverse team. We offer a workplace where opportunities are unlimited, challenges are embraced, and brilliant ideas become reality.

About the Role

As a Customer Service Representative, you will support inbound customer inquiries and resolve issues by delivering world-class service. We seek individuals passionate about exceptional customer experiences, making a positive impact, demonstrating commitment, elevating team performance, and solving complex customer issues.

Responsibilities

• Manage all customer escalations and complaints to a high professional standard in accordance with account terms and policies.
• Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels.
• Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters, using judgment to escalate when necessary.
• Serve as the “voice of the customer” and proactively recommend solutions addressing root causes of escalations and complaints by leveraging established contacts and processes.
• Share information and knowledge with team members to help recognize and reduce recurring issues.
• Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained.
• Follow escalation and complaint procedures to track customer issues and inform relevant parties of resolution actions.
• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies impacting frontline resolution efforts.

Requirements

• High school diploma or equivalent required.
• Minimum 2 years of customer service and/or contact center experience.
• Experience de-escalating situations with dissatisfied customers while demonstrating patience and empathy.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.

Report on-site.

Career Growth

At UNIFIN, we believe corporate success starts by attracting the right people, developing and mentoring those with potential, and retaining top performers. Promotions are based on merit, past performance, and leadership potential. We recognize and invest in our top employees, providing growth opportunities to help them succeed. When you join UNIFIN, you become part of a talented, self-driven team dedicated to bringing success to the company and their careers.