Customer Service RepresentativeUnity Communications

Job Description
Receive inbound request via Omni channel (Chat, Email, Voice, Etc) from customers and partners of the company. Have questions answered regarding the product and services the company provided. Agents will respond to any combination of product inquiries including, but not limited to, Tracking information, pricing, and all general information that may be available on the companies website, but the customer would prefer resolving their inquiries with an agent.
Work with the company to create a database of frequently asked questions ("FAQ") commonly asked by the companies' customers for the purpose of creating a directory of FAQs that the company customers and partners can easily research the company's product and services online
Promote, Upsell, and provide the highest level of customer satisfaction in every single chat, SMS message and voice interaction that Agents engage with the company's customer. Additionally, Unity Communications will establish metrics and procedures for the agents to upsell and promote the company that does not discourage customer interaction.
Work directly with the company's point of contact with oversight from our management team
Ensure that all IT resources are within guidelines of accessing all levels of e-commerce platform vendors and direct resources.
Create a globe "team" environment that allows a feedback loop between agents, Unity Communications, and the company whereby, all parties can learn and grow from the scenarios and opportunities they face as the parties engage in E-commerce campaign. This can include integrating cloud-based system such as Zendesk, Slack and other channel outlets for the parties to utilize.
Catalog company products and services on websites and e-commerce stores that will allow the company to expand their reach in their e-commerce campaign.
Run social media posts and hashtags according to company's marketing plan if agents are instructed by the company to do so and under company discretion and management.
Provide basic administrative task/project during times when inbound requests are not as frequent.
Job Qualification
Must have stable wired internet connection, quiet background and up to date computer or laptop. (windows 8 up)
1-2 years' experience in the BPO industry handling inbound calls, chat and admin tasks.
Comfortable with technology and how to apply it to solve problems and find solutions.
Customer service or call center experience. Ideally handling e-commerce product use questions.