Inbound Customer Service Agent

2 days ago

Mangalore, Karnataka, India Unify CX Full time ₹ 3,00,000 - ₹ 4,50,000 per year

Job Title: Inbound Customer Service Agent

Location: Mangalore

Shifts: Rotational Shift including night shifts

Employment Type: Full-Time

About Us:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

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.

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