Inbound Customer Service Agent

5 hours ago

Mangalore Karnataka, India unifyCX Full time

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

**About Us**:
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

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

**Job Summary**:
**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.

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