About Unbabel

The company’s language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel so that agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build seamless customer experiences in every corner of the world.

Based in San Francisco, California, Unbabel works with leading customer support and marketing teams at brands such as Facebook, Microsoft, Booking.com, and Under Armour to communicate effortlessly with customers around the world, no matter what language they speak.

What's the opportunity about?

We are excited to welcome a Junior Customer Happiness Analyst (CHA) to our growing team in Cebu. As a CHA, you will play a vital role in supporting our customers by assisting with product and service inquiries, resolving basic issues, and ensuring a seamless customer experience. You will primarily handle communication through email, with potential future channels including chat.

The ideal CHA is eager to learn and genuinely excited to help customers. You should be patient, attentive, and a good listener, with the ability to communicate clearly and efficiently. While your main focus will be on resolving common issues, you’ll have opportunities to grow your problem-solving skills by working with more experienced team members.

Our goal is to deliver excellent customer service and maintain high customer satisfaction levels.

Responsibilities

• Assisting in opening and maintaining customer accounts by accurately recording account information.
  
• Resolving basic product or service issues by following established guidelines and troubleshooting steps.
  
• Clarifying customer complaints, identifying common issues, and escalating more complex cases to senior team members.
  
• Ensuring timely follow-ups with customers to confirm resolution.
  
• Building rapport and fostering trust through professional and friendly communication.
  
• Maintaining accurate records of customer interactions and transactions.
  
• Following standard communication procedures and company policies.
  
• Supporting senior team members with service reports and customer data collection.
  
• Offering insights and suggestions for service improvements to senior colleagues.
  
  

Requirements

• Near-native English language skills with strong written and verbal communication (mandatory).
• Some customer service or support experience, preferably in a fast-paced environment
• Basic understanding of customer support ticketing systems (experience with Zendesk is a plus).
• A customer-first mindset, with the ability to understand customer needs and concerns.
• Good communication skills and the ability to handle different customer personalities.
• Willingness to learn troubleshooting techniques and problem-solving.
• Ability to manage time effectively and multitask when necessary.
• A positive, proactive attitude and a passion for helping customers.
• Availability to work in shifts, including occasional remote work.

Benefits

• Flexible working hours;
• 18 days paid holiday/year plus an additional day of holiday starting with the 3rd year in the company;
• Health and Life Insurance;
• Government mandated Benefits.

Diversity Statement

Unbabel is an Equal Opportunity Employer. We do not discriminate based on ethnicity, religion, colour, sex, gender identity, sexual orientation, age, or mental disability. Not only do we not discriminate, but we celebrate differences. If for whatever reason you need us to make reasonable adjustments and adaptations to our recruitment process, please let your recruiter know.

(We are not accepting candidates coming from recruitment agencies at this moment)

Department

Customer Support

Locations

Cebu

Remote status

Hybrid Remote

Employment type

Full-time

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