Customer Service Representative

UnifyCX is looking for an extraordinary Customer Service Representative to join our motivated and ambitious team.

What Will You Do?

We are looking for a proactive and results-oriented Customer Service Representative to join our team. In this critical role, you will focus on retaining and strengthening relationships with our valued customers by addressing their concerns, identifying solutions, and promoting service loyalty. By understanding customer needs and delivering personalized solutions, you will play a vital role in reducing churn and fostering long-term customer satisfaction.

• Engage with customers of an e-commerce platform that offers products from independent artists, such as holiday cards, invitations, gift items, and home décor, assisting mainly with order tracking, returns, and order modifications.
• Effectively handle escalated issues, offering prompt and satisfactory resolutions to build customer trust and loyalty
• Promote additional products, services, or upgrades that align with the customer’s needs and enhance their overall experience
• Monitor retention trends, analyze customer feedback, and provide insights to improve retention strategies
• Develop meaningful connections with customers through active listening, empathy, and personalized communication
• Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards
• Collaborate with internal teams to refine processes and enhance customer experiences.
• Be skilled in multi-tasking while effectively navigating across multiple technology platforms and systems
• Maintain customer records by updating account information
  
  

Who You Are: 

To be considered, candidates are expected to have the following:  

Required Qualifications

• Average English skills - proper written and oral grammar
• High school diploma or equivalent.
• Minimum 6 months of experience in retail and data entry roles.
• Strong interpersonal and communication skills, with the ability to de-escalate and resolve conflicts.
• A customer-first mindset with a focus on building long-term relationships.
• Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).
• Demonstrated ability to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and the ability to adapt to customer needs in real-time.
• Ability to thrive and remain positive in a constantly changing environment
  
  

Preferred Qualifications

• Secondary or bachelor's degree
• At least 6 months of experience in the retail, customer service and e-commerce industry.
• Knowledge of customer retention strategies and techniques.
• Familiarity with data analysis tools or reporting software.
• Familiarity with inbound sales techniques and objection-handling strategies
• Preferably tenured or previous candidates.
• Ability to work onsite and adapt to a rotating or flexible shift schedule.
• Ability to manage multiple tasks, prioritize, and maintain organization.
• Problem-solving skills and attention to detail.
  
  

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.