Customer Service Representative

UnifyCX; Quezon City; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading customer experience firm in Quezon City is looking for an Entry-level Customer Service Representative to strengthen customer relationships through effective communication and problem-solving skills. The role involves assisting customers mainly with e-commerce support while aiming to boost retention and satisfaction. Ideal candidates should have interpersonal skills and a customer-first mindset. This is a full-time position offering potential for growth.

Qualifications

• Average English skills – proper written and oral grammar.
• Strong interpersonal and communication skills.
• Ability to thrive in a constantly changing environment.

Responsibilities

• Engage with customers, assisting mainly with order tracking.
• Effectively handle escalated issues and monitor retention trends.
• Develop meaningful connections through active listening and empathy.

Skills

Interpersonal skills

Problem-solving skills

Communication skills

Customer-first mindset

Time management

Education

High school diploma or equivalent

Secondary or bachelor's degree

Tools

CRM tools

Microsoft Office

Job description

UnifyCX Quezon City, National Capital Region, Philippines

Overview

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

Responsibilities

• 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.

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.
• Prior experience as a tenured or previous candidate is a plus.
• 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.

About UnifyCX

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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Business Consulting and Services

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