Customer Service Agent

• We are looking for a Customer Service Agent to support customers across three key areas: Support, Proactive Customer Success, and Retention .
• This is a customer-facing role suited to someone who is a strong communicator, enjoys solving problems, and is comfortable helping customers through chat, email, and phone.
• You will help customers resolve day-to-day issues, get more value from their UENI service, and find the right solution when they are considering leaving.
• Please note that only candidates based in Latin America will be considered for this position.
• Working Hours: Monday to Friday with one working weekend a month. 9am - 6pm Central time.
• Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses.

Key Responsibilities

Support

• Respond to customer enquiries through chat, email, and phone.
• Assist customers with their websites, subscriptions, billing, domains, emails, and account access.
• Explain processes clearly and resolve issues with minimal back and forth.
• Take ownership of follow-ups and escalate complex cases when required.
• Keep accurate notes, tags, and conversation records.

Proactive Customer Success

• Reach out to customers who may need support with onboarding, payments, reactivation, or account setup.
• Support engagement campaigns.
• Help customers complete key actions and connect them with the right resources or specialist support.
• Identify recurring customer issues and share feedback with the team.

Retention

• Handle cancellation requests, pricing concerns, and downgrade enquiries.
• Understand why the customer is considering leaving and offer an appropriate solution.
• Use approved retention options.
• Manage sensitive conversations with empathy and professionalism.

Skills and Experience

• Previous experience in customer service, customer success, account management, retention, or a similar customer-facing role.
• Strong written and spoken English.
• Confidence communicating with customers through chat, email, and phone.
• Ability to remain calm, professional, and solution-focused during difficult conversations.
• Strong problem-solving skills and the ability to assess situations independently.
• Ability to explain technical or billing-related information clearly.
• Good organization and follow-up management.
• Comfortable working with performance targets, service levels, and quality standards.
• Confidence learning and working across several systems and customer processes.
• A customer-first mindset balanced with sound commercial judgment.