Client Service Specialist

7 days ago

Gurgaon, Haryana, India Unifocus Full time

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, Housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

Visit for more details.

About the job

As a Client Service Specialist, you would be responsible for providing troubleshooting and support to our clients in resolving their issues related to products/services, features, general usage queries etc.

What will you do?

  • Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system.
  • Use knowledge of web-based applications and networking to troubleshoot and resolve client issues.
  • Perform tests to isolate source of issues.
  • Escalate issues to the Technical team when necessary.
  • Liaise with all related teams and departments to ensure customer satisfaction and deliver the Unifocus promise.
  • Verify technical fixes from the Technical team.
  • Use remote desktop sharing application to assist end users and resolve issues.
  • Provide efficient and timely support to customers across geographies.
  • Adhere to processes defined for case logging via Salesforce or other tools as mandated.
  • Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends.
  • Contribute positively to company standards of NPS – customer satisfaction tracking metrics.
  • Act as ambassador of the Unifocus brand.

We are looking for:

  • Bachelor's degree in computer science or similar.
  • 6 months to 4 years of professional experience working in an International BPO or in the hospitality industry, preferably in an operating role (Front Office Team, Guest Relations / Service Team, Housekeeping Team) with a top hotel.
  • Excellent command over written and spoken English.
  • Strong Customer Management and Problem-Solving Skills.
  • Engaging personality and passion for customer service.
  • Are flexible with shift timings.


The Unifocus experience:

Our Culture Statement: Thriving Together, Achieving Greatness
To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.
We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:

•Health insurance

•Paid time off

•A hybrid environment that promotes a healthy work-life balance

•Parental leave

•Professional development assistance

•Referral program

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