Job Preview: Customer Support Representative
- Role : Customer Support Representative
- Designation : Analyst
- Work Location: Mangalore, work from office
- Shift: 9 hours per day, with rotational week offs
About Us
unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Role Overview:
As a Customer Support Representative, you will be the first line of support for our customers who host a e-Commerce website. This entry-level role offers a helping hand in resolving issues related to customers’ orders in-terms of order modifications, return support, product information etc. This role offers an excellent opportunity to gain hands-on experience in customer support and troubleshooting. You'll interact with international customers via live chat and emails offering solutions and guidance in a fast-paced environment.
Required Qualifications:
- Education: Bachelor’s degree
- Skills:
- Strong multitasking skills to be able to handle up to 3 chats at a time
- Excellent verbal and written communication skills to convey the information clearly and concisely
- Excellent typing skills and quick understanding of the issue
- Ability to think critically and troubleshoot effectively under pressure.
- Knowledge of keyboard shortcuts and efficient computer usage.
- Patience, empathy, and a positive attitude when dealing with customers
- Willingness to learn, innovate, and take on challenges proactively
Key Responsibilities:
- Customer Interaction:
- Provide excellent customer service to international clients through live chat and email, and ensuring timely resolution of queries.
- Troubleshooting & Problem Solving:
- Develop and apply strong troubleshooting skills to resolve issues efficiently.
- Collaboration:
- Work closely with the Client side team to resolve or escalate the complex issues.
- Feedback Loop: Collect and relay customer feedback to help improve our products and services. Maintain professionalism and accuracy in all communications.
Career Progression:
This role offers a clear path for career advancement:
- Junior Analyst ➔ Analyst ➔ Senior Analyst ➔ Team Manager
- Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles.
- This job profile offers a comprehensive learning experience on customer service preparing you for a successful career in customer support and beyond.
Work Environment:
- Shifts: 5 days working in 9-hours shift each day. Shifts may / may not change once a month. Rotational WOs.
- The various shifts timings are: 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30
- Team: Work as part of a dynamic team in a supportive, growth-oriented environment.
- Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement.
- Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible.
Why Join Us?
- Make an Immediate Impact: You'll make a real difference by helping customers of one of the E-commerce giants
- Supportive Team Culture: We’re a collaborative and friendly team that values clear communication, efficiency, and knowledge sharing.
- Stable & Flexible Work Environment: Work in a structured environment with access to reliable tools and platforms, while enjoying flexibility and autonomy in your daily tasks.
- Optimistic and passionate clients: Work closely with the in house team and get to know how they focus more on enjoying the little things and their relationship with the customers
If you are passionate about technology and enjoy helping others, we would love to have you on our team as an Analyst!
