Customer Service Representative

Doist; Niles (IL); On-site; USD 32,000 - 46,000; Full time

Job summary

UNIFIN Inc, a BPO company with multiple operations, seeks a Customer Service Representative to handle inbound inquiries and resolve issues with world-class service. You will manage escalations, maintain queues, and act as the voice of the customer to improve processes.

Minimum 2 years in customer service is required, along with proficient MS Office skills and a commitment to on-site work at UNIFIN. A high school diploma is mandatory, with opportunities for growth within the team.

Qualifications

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

Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with account terms and policies.
• Receive inbound customer contacts and complete outbound contacts to maintain queues and service levels.
• Demonstrate negotiation, problem-solving, and conflict-resolution skills while escalating when necessary.
• Serve as the voice of the customer and propose solutions addressing root causes of escalations.
• Share information with team members to recognize and reduce recurring issues.
• Capture relevant customer contact information accurately in data capture systems.
• Follow escalation and complaint procedures to inform relevant parties of actions taken.
• Use tools to provide customers with information and identify knowledge gaps or outdated policies.

Skills

Customer service

De-escalation

Empathy

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

About the Company

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. We are looking for an extraordinary talent who will be part of our unique and diverse team. Are you passionate about company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality? Be one of us, and be part of our success story!

Your Role

As a Customer Service Representative, you will support inbound customer inquiries and resolve customer issues by delivering world-class service. Our Customer Support seeks individuals who are passionate about delivering an exceptional customer experience, making a positive impact, demonstrating commitment to their work, elevating team performance, and solving complex customer issues.

Key Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with the account's 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 whenever possible, while using sound judgment to determine when escalation is necessary.
• Serve as the “voice of the customer” and proactively recommend solutions that address 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 ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them.
• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.

About You

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

At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers. We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed. When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives. Do you think you fit all of this?