Inbound Customer Service Agent

4 days ago

Mysore, Karnataka, India SWITS DIGITAL Private Limited Full time ₹ 1,20,000 - ₹ 2,08,000 per year

Role :
Inbound Customer Service Agent

Location:
Mangalore / Mysore

Shifts:
Night Shifts

Employment Type:
Full-Time

Experience:
0.6 Months to 4 years

Job Summary
We are seeking
dedicated and multilingual Inbound Customer Service Agents
to join our Customer Experience team. This role is crucial 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 (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 professionally and empathetically, ensuring accuracy based on issuer 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, including navigating multiple screens and accurate data entry.
  • Display verbal clarity, proper grammar, and natural pacing during calls in all 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 & Qualifications

  • Bachelor's Degree/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 (a plus).

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