Job description
Join Unicons Business Services Inc as a Customer Service Representative in Ortigas, Metro Manila. In this role, you will be the frontline ambassador for our clients, delivering friendly, professional service to resolve inquiries, troubleshoot issues, and provide accurate product information. You will manage a high volume of customer interactions across phone, email, and live chat in a fast-paced, customer-focused environment. We are looking for a proactive communicator who enjoys helping people and thrives on delivering best-in-class service with a positive, can-do attitude.
As a Customer Service Representative, you will become the voice of our brand—building trust by listening carefully, clarifying needs, and offering clear solutions. You will document conversations in our CRM, maintain accurate customer records, and ensure timely follow-up. A strong knowledge of our products and services is essential, along with the ability to explain features, answer questions, and resolve issues on first contact when possible. Collaboration with teammates and departments is encouraged to continually improve processes and outcomes for customers.
At Unicons, we value growth, teamwork, and a commitment to excellence. We offer a competitive compensation package aligned with market standards in the Philippines, including performance-based incentives, paid training, and opportunities for career advancement within Unicons. Benefits typically include healthcare coverage, paid time off, and a supportive team environment designed to help you grow your skills in customer care, product knowledge, and professional communication. Our programs emphasize ongoing training in product information, CRM utilization, and customer empathy, so you can stay ahead in a dynamic customer service landscape.
If you are ready to join a dynamic team in Ortigas and deliver exceptional customer experiences, apply today.
Responsibility
- Handle a high volume of inbound customer inquiries via phone, email, and live chat with courtesy and professionalism.
- Diagnose and resolve product or service issues by clarifying the customer's concerns, identifying root causes, and offering effective solutions.
- Acquire and maintain up-to-date product knowledge to provide accurate information and guidance on features, benefits, and usage.
- Document all customer interactions in the CRM system with precise notes and initiate follow-ups as needed.
- Process orders, account updates, returns, and exchanges in a timely and accurate manner while ensuring compliance with company policies.
- Identify opportunities to educate customers about new features and upsell or cross-sell when appropriate, improving customer value and satisfaction.
- Collaborate with teammates and cross-functional teams to resolve complex issues and improve overall service levels.
- Escalate unresolved cases to the appropriate teams with clear context and tracking to ensure timely resolution.
Qualification
- High school diploma or equivalent; a bachelor's degree is a plus.
- Proven experience in customer service or call center support, preferably in a BPO environment.
- Excellent verbal and written communication skills in English; clear, friendly phone demeanor.
- Strong problem-solving abilities with attention to detail and accuracy in data entry.
- Proficiency with CRM software and standard computer applications; comfortable navigating multiple systems.
- Ability to multitask, manage time effectively, and stay composed under pressure in a fast-paced setting.
- Willingness to work flexible shifts including weekends or evenings as required by scheduling needs.
- Positive attitude, reliability, and a passion for delivering exceptional customer experiences.