Customer Service Representative

Unybrands was established in 2020 by a group of partners united by a shared vision: to build the leading next-generation e-commerce platform for micro-brands. Headquartered in Miami, the company has a global presence with teams in Berlin, London, New York, and China.

Unybrands acquires e-commerce businesses that sell both on and off Amazon. Once acquired, these brands are integrated into Unybrands' platform, where operations are optimized, business performance is enhanced, and expansion into new product lines and markets is driven. Currently we have acquired 30 brands including Pet Care, Personal Care, Home Care, Supplements, Baby & Juvenile, Garden & Outdoor, Sports & Fitness, and Home, Lifestyle Culinary & Arts. Through expert management and robust infrastructure, Unybrands empowers e-commerce brands to scale and thrive.

Role Overview

A customer service representative (CSR) is responsible for assisting customers with their inquiries, complaints or problems, and resolving their issues in a timely and efficient manner.

Their role includes:    

1. Answering customer inquiries via phone, email, or chat and all Amazon communications    

2. Listening to customer concerns and addressing them appropriately    

3. Investigating and resolving customer complaints    

4. Providing information about products and services    

5. Striving to resolve customer issues independently    

6. Escalating complex issues to higher-level staff as needed    

7. Taking accountability for assigned brands and responsibilities    

8. Maintaining a positive and professional demeanor   

9. Continuously improving product and service knowledge    

10. Providing feedback to management on customer issues and suggestions for improvement    

The ultimate goal of a CSR is to ensure customer satisfaction and loyalty by providing excellent customer service.    

Individual Specifications Required:

• E-commerce experience  

• Customer service experience  

• Strong spoken and written English  Desirable:

• Amazon customer service  • Working for a muti-brand

• Product troubleshooting  

• Live channel (chat and phone) experience

• Ticketing system experience (e.g Zendesk) Key attributes

• Strong communication skills

• Problem solving skills

• Patience

• Strong work ethic

• Ability to learn and retail process and product knowledge  

• Strong multitasking skills

• Teamwork