Client Service Specialist

5 days ago

gurugram, 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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