unybrands was founded in 2020 by a group of partners who shared a common vision to create the leading next-generation e-commerce platform for micro-brands. The company operates globally, with our headquarters located in Miami and additional teams based in Berlin, London, New York, Shenzhen, and Shanghai.  

unybrands acquires e-commerce brands that operate on and off Amazon. unybrands integrates the brands into its platform, optimizes the business operations and economics, and expands to new product lines and geographies. With us, e-commerce brands reach new heights with expert operators and infrastructure.  

As a Customer Service Representative at unybrands, you will be the primary point of contact for our valued customers, providing exceptional service and support. Your dedication to customer satisfaction and problem-solving skills will play a vital role in maintaining our brand's reputation.

Key Responsibilities:

Customer Interaction & Support:

  • Provide prompt, empathetic responses to customer inquiries via phone, email, chat, and Amazon communication channels.
  • Listen actively to customer concerns, demonstrating empathy and respect while addressing issues.
  • Investigate and resolve customer complaints effectively, ensuring a seamless customer experience.
  • Proactively anticipate customer needs, providing solutions that exceed expectations.

Product & Service Expertise:

  • Continuously enhance knowledge of the company’s products, services, and policies to provide accurate and informed support.
  • Empower customers by offering clear, helpful product information and troubleshooting guidance.
  • Stay updated on the e-commerce landscape to deliver efficient, platform-specific support.

Problem Solving & Accountability:

  • Strive to resolve customer issues independently, taking accountability for assigned brands and responsibilities.
  • Escalate complex cases to higher-level staff when necessary, ensuring prompt and effective resolutions.
  • Use AI tools and resources to improve efficiency and enhance customer interactions.

Feedback & Continuous Improvement:

  • Provide actionable feedback to management, highlighting common customer issues and suggesting improvements for product or service enhancements.
  • Actively participate in the continuous improvement of processes, utilizing customer feedback as a catalyst for change.
  • Contribute to refining AI tools and support resources to streamline customer interactions and improve efficiency.

Professionalism & Team Collaboration:

  • Maintain a positive and professional demeanor in all interactions, both with customers and internal teams.
  • Work collaboratively with colleagues, sharing insights and ideas that contribute to team efficiency and customer experience improvements.
  • Uphold the company's commitment to transparency, integrity, and customer-centric excellence in every task.

Adaptability & Innovation:

  • Embrace new tools and technologies that drive innovation in customer support, contributing to improved team efficiency and company growth.
  • Be open to feedback and committed to continuous learning, adapting to changes in customer service processes and tools.

Qualifications:

  • High school diploma or equivalent (Associate's degree or Bachelor's degree is a plus).
  • Previous customer service experience in e-commerce, retail, or call centers is preferred but not required.
  • Strong written and verbal communication skills, with the ability to adapt to diverse customer needs.
  • Empathetic and patient demeanour, with a solutions-oriented mindset.
  • Demonstrated problem-solving skills, critical thinking under pressure, and adaptability to challenges.
  • Familiarity with customer service software, CRM systems (e.g., Zendesk), and AI tools is a plus
  • Detail-oriented, with a strong commitment to delivering exceptional customer experiences.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • A proactive attitude toward continuous learning and embracing new technologies and products.
  • Multilingual skills are a bonus, particularly in French and Italian.

unybrands is an equal opportunity employer and considers all applicants for employment without any regard to race, skin color, religion, gender identity, sexual orientation, and age. Nor are applicants discriminated against based on disability or protected classes.  

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