Walk-in | Inbound Customer Service Representative

Glowtouch; Mangaluru; On-site; INR 250,000 - 420,000; Full time

Job summary

Glowtouch in Mangalore is seeking an Inbound Customer Support Representative to handle calls about balances, orders, and payment issues. The role requires a diploma or bachelor's, and strong English communication.

You will document complaints, demonstrate active listening, adapt to diverse customers, and navigate multiple systems with accuracy. This is a full-time, office-based position with 24/7 night shift availability.

Qualifications

• 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.
• 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.

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

English proficiency

Customer service

Active listening

Communication

Problem solving

Self-directed learning

Background check compliance

Cultural sensitivity

Multitasking

PC skills

Education

Bachelor's degree / Diploma in a relevant field

Job description

Title: Inbound Customer support representative

Place : Mangalore

Shifts : 24/7 Night shift

Mode : Work from office

Role & responsibilities

• 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.
• 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.

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.