Client Service Specialist
UK
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 https://www.unifocus.com for more details.
ABOUT THE JOB:
As a Client Service Specialist, you will be responsible for troubleshooting and providing support to our clients, helping them resolve issues related to our products, services, features, and general usage queries. You will serve as the ongoing face of Unifocus to our clients, and we truly value putting our clients first.
WHAT WILL YOU DO:
- Troubleshoot tier 1 and/or tier 2 support requests via a web-based ticketing system and phone calls.
- Use knowledge of web-based applications, networking, and our proprietary systems (Time and Attendance, Survey, Labor Planning, Scheduling, etc.) to troubleshoot and resolve client issues.
- Perform tests to isolate the source of issues and escalate to the Product team where necessary.
- Participate in daily Client Service reviews to discuss trends and identify methods for reducing frequently occurring issues.
- Contribute positively to the company's standards of Net Promoter Score (NPS).
- Act as an ambassador of the Unifocus brand.
- Commit to continuous professional development by staying current with industry trends, tools, technologies, and opportunities through attending training sessions and workshops.
WHAT ARE WE LOOKING FOR:
- Minimum of Bachelor’s degree (Computer Science preferred).
- Basic understanding of SQL (complex query building is a plus).
- Excellent command of written and spoken English.
- Multilingual ability is a plus.
- Minimum of 6 months of Client Service or Customer Support experience.
- Strong customer management and problem-solving skills.
- Engaging personality and passion for customer service.
- Excellent interpersonal skills and the ability to work collaboratively and independently with minimal supervision.
- Ability to remain calm under pressure while being professional and thinking clearly.
- Aptitude for analytical problem resolution and basic troubleshooting.
- Ability to occasionally work extended hours, including evenings and weekends, to meet project deadlines or resolve business critical issues.
- Demonstrable evidence of an excellent attendance record.
- Knowledge of hotel, restaurant, or other hospitality operations is preferred.
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