unifyCX is growing and looking for experienced
Customer Advocates to join a new program in our new contact center in Pasig City.
What Will You Do
As a
Customer Advocate , you are responsible to help support and empower customers as they seek guidance in navigating HRIS products.
This position will interact with existing customers supporting their needs and working through queues to support HRIS products. You will provide world-class service for customers in every interaction and stay updated on new systems and/or enhanced functionality within existing HRIS systems.
Ideal candidates for this position will be agile and flexible in a fast-paced environment. We are seeking individuals who have outstanding customer service skills and are eager to put a smile into every interaction.
As a Customer Advocate , You Will
- Support customer interactions performing basic functions within the application in a team setting in a contact center environment
- Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent, and less complex issues by developing solutions to customer questions
- Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.
- Monitor and proactively identify actions needed to correct issues as they arise.
- Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party
- Follow defined process to escalate items as needed
- Document and manage cases within applicable systems by reviewing, updating, and closing daily
- Leverage resources for troubleshooting solutions to client questions
- Must be able to meet or exceed expectations with schedule adherence
- Meet or exceed productivity goals including case closure while balancing quality of each interaction
Who You Are
To be considered, candidates are expected to have the following:
- Proficiently bi-lingual English for verbal and written business communications is required
- 1-2 years supporting customers via phone
- 1-2 years of multi-channel customer service experience
- Proven excellence in customer service and relationship building skills required
- Effective organizational skills proven in a fast-paced, service-oriented position
- Familiarity with HCM software, including the ability to troubleshoot software configurations
- Ability to interface with multiple departments, multi-task, think on your feet and work independently
- Strong interpersonal, verbal and written communication skills
- Excellent understanding of Operating Systems and MS Office products
- Ability to effectively solve problems by balancing detailed questions with creative solutions
Who We Are
unifyCX 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
Job Type: Full Time
Hours of Operation: 8 am 8 pm EST (8-hour shift)
