Inbound Customer Service Agent

Job description

• *Job Title:** Inbound Customer Service Agent
• *Location:** Mangalore
• *Shifts:** Rotational Shift including ( **night shifts )**
• *Employment Type:** Full\-Time

• *About Us:**

• *unifyCX** (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines.

UnifyCX is a certified minority\-owned business and an EOE employer who welcomes diversity.

• *Job Summary:**

We are seeking dedicated and multilingual **Inbound Customer Service Agents** to join our customer experience team. This role is essential in providing world\-class support by addressing customer inquiries, resolving issues, and enhancing the customer journey across various programs. The ideal candidate is fluent in **English** both written and spoken and has a passion for problem\-solving and service excellence.

• *Key Responsibilities:**

· Handle inbound calls from card members, providing support on account balances, order status, and payment decline reasons.

· Capture and document customer complaints in a professional and empathetic manner, ensuring accuracy based on the issuer's protocols.

· Demonstrate active listening and adapt communication style based on the customer’s tone, cultural context, and emotional state.

· Manage complex customer issues efficiently, ensuring timely and satisfactory resolution.

· Maintain effective call control, ensuring smooth transitions and proper call direction.

· Utilize multiple tools and systems while speaking with customers (multi\-tasking), including navigation across multiple screens and accurate data entry.

· Display verbal clarity, proper grammar, and natural pacing during calls in all three supported languages.

· Accurately set up or act on cases as needed, following company guidelines and compliance rules.

· Complete assigned training, demonstrate self\-directed learning, and adapt quickly to process or policy changes.

• *Skills Needed:**

· Bachelor’s Degrees/Diploma in a relevant field or equivalent experience.

· Proficient in English (verbal and written) – must meet proficiency scale requirements.

· Strong customer service skills, demonstrated through interviews and role play evaluations.

· Ability to learn and comprehend training material in English.

· Excellent active listening and communication skills.

· Experience in handling culturally diverse customers and understanding regional expressions, idioms, and expectations.

· Good PC and internet navigation skills, including browser and system operations.

· Typing\-by\-touch proficiency with high accuracy.

· Prior experience in self\-directed training and PC\-based learning (preferred).

· Ability to handle sensitive information and follow background check compliance standards.

· Problem\-solving orientation, with the ability to handle and resolve customer concerns efficiently.

· Prior experience in a multilingual contact center or customer support environment.

· Familiarity with financial services, payment systems, or card member services is a plus.

Benefits

• Flexible schedule
• Food provided
• Health insurance
• Provident Fund

Work Location: In person

Pay: ₹19,000\.00 \- ₹27,000\.00 per month

Benefits

• Commuter assistance
• Health insurance
• Provident Fund

Work Location: In person