Customer Service Representative

JOB RESPONSIBILITIES:

Customer Support:
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Manage the Unicorn Support inbox, including reviewing all emails, responding to appropriate emails directly, directing emails to other team members, and prioritizing emails for the Unicorn Experience Coordinator.
• Implement payment policies and procedures, including;
• Handle customer payment disputes, refunds, and failed payments, collaborating with the Unicorn Support Coordinator on members who are at risk for leaving the program.
• Managing the contract process in Dubsado.
• Managing the Collections process.
• Managing elements of the cancellation process.
• Help schedule events and send calendar invites for Members for coaching calls, special events, and more.
• Manage the “Hire a Grant Writer process”.
• Manage the coaching call upload process, including creating timestamps for coaching calls and posting an update in Circle.
• Provide other administrative support as needed by the Unicorn Support Coordinator.
• Take the extra mile to engage customers

General:
• Accurately record notes and follow-up tasks from meetings.
• Maintain and contribute to CRM in applicable ways.
• Strategically improve SOPs and optimize other operational activities of the business.
• Follow communication procedures, guidelines and policies.
• Additional projects and support as needed by the Unicorn Support team.

EXPERIENCE AND SKILLS REQUIRED:
• Has 2-3 years of proven customer support experience or experience as a Client Service Representative
• Has 2-3 years administrative experience
• Has 2-3 years experience from the call center industry;
• Demonstrate a solid typing WPM (ideally 55 wpm+)
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively

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TECH REQUIREMENTS:
Computer – at least i5 or equivalent with 8gb RAM
Internet Speed – At least 50 MBPS Download speed

Job Type: Full-time
Schedule:
Sunday-Thursday 2PM -10PM PT// Monday-Friday 6am -2pm PHT
Salary Range : Php 35,000 – 50,000 depending on experience

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APPLICATION INSTRUCTION:

1. Please send an email to Click to view with the Subject: I am your next SW Customer Service Representative

2. Then, please share a couple of paragraphs describing why you’d be good for this position, and

3. Please share the link to your resume (don’t skip this step or we will not accept your application!).

4. Please also include your mobile phone to speed up the application process.