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.
Pay: ₹15,000.00 - ₹26,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
