Job Description
Unifonic, proudly recognized as a Great Place to Work®, is a dynamic startup in the CPaaS (Communication Platform as a Service) sector. We are revolutionizing the way businesses communicate, with a dedicated team of over 400 passionate Unifones committed to delivering exceptional experiences for more than 5,000 customer-centric companies.
Our fun and collaborative work environment fosters creativity and innovation. As shareholders in the business, we are more than just communicators; we are Unifones. Join us and become part of something significant!
Client Services Team Overview
At Unifonic, our Client Services team plays a vital role in ensuring our clients have the best possible experience. As the primary point of contact for our customers, we focus on building long-lasting relationships and helping clients fully utilize our services to achieve their business goals. If you have a passion for customer service and a can-do attitude, you’ll thrive in our fast-paced environment.
Key Responsibilities
- Respond to client inquiries and communicate with vendors to resolve issues as 1st and 2nd line support via email, phone, and remote connection.
- Execute day-to-day operations related to the company’s products and services, including reports, project performance monitoring, and issue tracking.
- Provide in-depth training in areas of expertise, general product knowledge, and integration.
- Ensure the availability of technical infrastructure, systems, products, and services.
- Collaborate with cross-functional teams to enhance the client experience and identify opportunities for new product or feature development.
- Facilitate effective communication between stakeholders.
- Serve as a coach and trusted advisor to valued clients.
- Document and communicate best practices for ongoing management and operational problem-solving.
- Oversee the implementation of project plans for current and new projects to meet targets.
- Support other agents in progressing their tickets.
- Follow up and report customer escalations in a timely manner.