Job Title: Inbound Customer Service Agent
Location: Mysore
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.
