Voice Agent

Job Specification: Voice Agent (billing only) [VOICE AND TICKET], Mangalore

Company Description

unifyCX ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Job Description: Voice Support (billing calls, billing tickets)

• Answer inbound calls maintaining professionalism and clear communication.

• Provide solutions to customer issues and respond to enquiries efficiently and accurately.

• Maintain an average response time in line with SLAs.

• Product Knowledge:

• Develop and maintain a thorough understanding of our product features, updates, and improvements.

• Be prepared to relay accurate, detailed information to assist customers effectively.

• Troubleshooting:

• Diagnose customer issues, utilise internal resources to resolve problems, and escalate cases that require advanced support.

• Record all troubleshooting steps and findings in account notes.

• Documentation:

• Maintain clear and organised account notes on every interaction/escalation.

• Customer Satisfaction:

• Deliver prompt, accurate, and professional service in all interactions.

• Strive for first-contact resolution and aim to meet or exceed customer expectations.

• Feedback Loop:

• Report recurring issues, feature requests, and other feedback to HQ to drive product improvements.

• Process Adherence:

• Follow all processes and procedures.

• Keep up to date with updates and changes.

• Follow all quality and quality feedback processes.

• Ticket Support (billing tickets only):

• Respond to tickets using clear and concise language.

• Utilise appropriate canned responses ensuring all customer questions have been sufficiently answered.

• Move tickets to the correct department/queue.

Core Requirements

• Experience: Preferably, agents should have previous experience in a contact centre or similar environment, ideally with SaaS products.

• Communication Skills: Agents must possess strong verbal and written communication skills in English, with the ability to explain solutions and instructions clearly.

• Technical Aptitude: A solid understanding of technical concepts related to SaaS products, with the ability to troubleshoot and explain issues.

• Customer Service Orientation: A strong commitment to customer satisfaction and the ability to remain patient and empathetic in all customer interactions.

• Adaptability: Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment.

• Attention to Detail: High level of organisational and documentation skills to ensure accurate account notation.

Desired Skills

• Problem-Solving Skills: Ability to analyse issues effectively, think critically, and find creative solutions where needed.

• Familiarity with Support Tools: Knowledge of support platforms and CRM systems.

• Multitasking Abilities: Competency in managing concurrent interactions, and maintaining quality and efficiency.

Performance Metrics

Agents will be evaluated on a variety of metrics, including:

• Average Handling Time (AHT): Time taken per interaction (