Inbound - Customer Service Agent

Job Title: Inbound Customer Service Agent

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. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

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:

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.