Unify CX is looking for an extraordinary
Customer Care Specialist to join our motivated and ambitious team.
What Will You Do
As a Customer Care Specialist, you are responsible for providing exceptional service by handling complex customer inquiries, resolving issues efficiently, and offering tailored solutions. This role involves a deeper understanding of the company's products and services, often supporting high-priority customers or handling escalated issues. Customer Care Specialists work across departments to ensure customer satisfaction and loyalty.
- Answer customer questions about mobile, internet, and TV services.
- Explain plans, data usage, call charges, and account details clearly.
- Troubleshoot and escalate technical problems like signal loss, network outages, or SIM issues.
- Coordinate with technical teams or network engineers when needed.
- Assist with SIM swaps, plan upgrades, number portability, or service activations/deactivations.
- Guide customers through self-service tools and apps.
- Explain bills, charges, and data usage.
- Resolve billing disputes or incorrect charges and help with payment plans if needed.
- Follow up with customers to confirm that their issues were resolved.
- Collect feedback and promote customer loyalty.
- Log interactions and updates in systems like Salesforce, Zendesk, or proprietary telco tools.
- Maintain accurate records and update customer profiles.
- Upsell or cross-sell relevant services based on customer needs (e.g., broadband bundles, roaming packages).
- Educate customers on new promotions, devices, or features.
Who You Are
Candidates are expected to have the following:
- At least 1 year of experience in the broadband, telecommunications, or video services industry.
- Knowledge of customer care strategies and techniques.
- Excellent problem-solving skills and attention to detail.
- Experience handling escalated customer issues is a strong plus.
Preferred Qualifications
- Excellent English skills - proper written and oral grammar.
- High school diploma or equivalent.
- Minimum 1 year of experience in customer care or account management roles.
- Strong interpersonal and communication skills.
- Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office)
- Problem-solving skills and ability to adapt to customer needs in real-time.
Who We Are
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. 
