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Customer Service Representative

Customer Service Representative

Unybrands LtdMiami, FL, US
6 days ago
Job description

As a Customer Service Representative at unybrands, you will be the primary point of contact for our valued customers, providing exceptional service and support. Your dedication to customer satisfaction and problem-solving skills will play a vital role in maintaining our brand's reputation.

Key Responsibilities :

Customer Interaction & Support :

  • Provide prompt, empathetic responses to customer inquiries via phone, email, chat, and Amazon communication channels.
  • Listen actively to customer concerns, demonstrating empathy and respect while addressing issues.
  • Investigate and resolve customer complaints effectively, ensuring a seamless customer experience.
  • Proactively anticipate customer needs, providing solutions that exceed expectations.

Product & Service Expertise :

  • Continuously enhance knowledge of the company's products, services, and policies to provide accurate and informed support.
  • Empower customers by offering clear, helpful product information and troubleshooting guidance.
  • Stay updated on the e-commerce landscape to deliver efficient, platform-specific support.

    • Problem Solving & Accountability :

  • Strive to resolve customer issues independently, taking accountability for assigned brands and responsibilities.
  • Escalate complex cases to higher-level staff when necessary, ensuring prompt and effective resolutions.
  • Use AI tools and resources to improve efficiency and enhance customer interactions.

    • Feedback & Continuous Improvement :

  • Provide actionable feedback to management, highlighting common customer issues and suggesting improvements for product or service enhancements.
  • Actively participate in the continuous improvement of processes, utilizing customer feedback as a catalyst for change.
  • Contribute to refining AI tools and support resources to streamline customer interactions and improve efficiency.

    • Professionalism & Team Collaboration :

  • Maintain a positive and professional demeanor in all interactions, both with customers and internal teams.
  • Work collaboratively with colleagues, sharing insights and ideas that contribute to team efficiency and customer experience improvements.
  • Uphold the company's commitment to transparency, integrity, and customer-centric excellence in every task.

    • Adaptability & Innovation :

  • Embrace new tools and technologies that drive innovation in customer support, contributing to improved team efficiency and company growth.
  • Be open to feedback and committed to continuous learning, adapting to changes in customer service processes and tools.

    • Qualifications :

  • High school diploma or equivalent (Associate's degree or Bachelor's degree is a plus).
  • Previous customer service experience in e-commerce, retail, or call centers is preferred but not required.
  • Strong written and verbal communication skills, with the ability to adapt to diverse customer needs.
  • Empathetic and patient demeanour, with a solutions-oriented mindset.
  • Demonstrated problem-solving skills, critical thinking under pressure, and adaptability to challenges.
  • Familiarity with customer service software, CRM systems (e.g., Zendesk), and AI tools is a plus.
  • Detail-oriented, with a strong commitment to delivering exceptional customer experiences.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • A proactive attitude toward continuous learning and embracing new technologies and products.
  • Multilingual skills are a bonus, particularly in French and Italian.

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