Customer Service Agent

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Assist customers with inquiries through chat, email, and telephone.

• Provide support for customers regarding their websites, subscriptions, billing, domains, emails, and account access.

• Clearly articulate processes and resolve issues with minimal back-and-forth communication.

• Take responsibility for follow-ups and escalate complex cases when necessary.

• Maintain accurate records, including notes, tags, and conversation histories.

• Proactively reach out to customers who may require assistance with onboarding, payments, reactivation, or account setup.

• Support engagement initiatives and campaigns.

• Help customers complete essential actions and connect them with appropriate resources or specialist support.

• Identify recurring customer issues and provide feedback to the team.

• Manage cancellation requests, pricing inquiries, and downgrade questions.

• Understand the reasons behind customers considering leaving and propose suitable solutions.

• Handle sensitive discussions with empathy and professionalism.

⛳️ Requirements

• Prior experience in customer service is essential.

• Excellent written and verbal English communication skills.

• Confidence in engaging with customers through chat, email, and phone.

• Ability to maintain composure, professionalism, and a solution-oriented approach during challenging conversations.

• Strong problem-solving abilities.

• Capability to clearly explain technical or billing-related information.

• Good organizational skills and effective follow-up management.

• Comfortable working with performance metrics, service levels, and quality standards.

• Confidence in learning and navigating multiple systems and customer processes.

• A customer-centric mindset balanced with sound commercial judgment.

🏝️ Benefits

• Top performers at UENI will be eligible for promotions.

• Opportunities for remuneration advancement.

• Performance-based bonuses.