Job 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.

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.

Pay: ₹15,000.00 - ₹26,000.00 per month

Benefits:

- Flexible schedule
- Food provided
- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Support Agent (India)
🏢 Unify CX
📍 India