Costumer Support

Glowtouch; Mysuru; On-site; INR 279,000 - 502,000; Full time

Job summary

unifyCX is hiring Inbound Customer Service Agents in Mysore to deliver world-class support for card members. You will handle inquiries, resolve issues, and enhance the customer journey across programs with strong English proficiency and empathetic communication.

The role requires rotational shifts including night shifts and a commitment to high-quality service in a fast-paced global environment.

Qualifications

• Bachelor's Degrees/Diploma in a relevant field or equivalent experience.
• Proficiency in English (written and spoken).
• Strong customer service skills demonstrated through interviews and role plays.
• Ability to learn and comprehend training material in English.
• Excellent active listening and communication skills.
• Experience with culturally diverse customers and regional expressions.
• Good PC and internet navigation and data entry skills.
• Touch typing with high accuracy.
• Experience in self-directed training and PC-based learning.
• Ability to handle sensitive information and pass background checks.
• Problem-solving orientation for efficient issue resolution.
• Experience in multilingual contact centers or customer support.
• Familiarity with financial services or card member services is a plus.

Responsibilities

• Handle inbound calls from card members, providing support on account balances and order status.
• Document customer complaints professionally and accurately as per issuer protocols.
• Demonstrate active listening and adapt communication to tone and context.
• Resolve complex customer issues promptly and satisfactorily.
• Maintain call control and proper call direction during interactions.
• Navigate multiple tools and systems while assisting customers with data entry.
• Display clear and proper grammar and pacing in English during calls.
• Set up or act on cases following company guidelines and compliance rules.
• Complete training and adapt quickly to process changes.

Skills

English proficiency

Customer service

Multilingual support

Touch typing

PC navigation

Active listening

Adaptability

Training & learning

Problem-solving

Communication

Cultural sensitivity

Multilingual center experience

Education

Bachelor/Diploma in relevant field

Job description

Job Title: Inbound Customer Service Agent
Location: Mysore
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 customers 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:

• Bachelors 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.