Voice Agent (billing only) -VOICE AND TICKET, Mangalore

Job Specification : Voice Agent (billing only) [VOICE AND TICKET]

About Us

unifyCX ( www.unifycx.com) 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.

• Voice Support (billing calls, billing and technical support tickets) :

○ Answer inbound calls maintaining professionalism and clear communication.

○ Provide solutions to customer issues and respond to enquiries efficiently and accurately.

○ Maintain an average response time in line with SLAs.

○ Develop and maintain a thorough understanding of our product features, updates, and improvements.

Be prepared to relay accurate, detailed information to assist customers effectively.

○ Diagnose customer issues, utilise internal resources to resolve problems, and escalate cases that require advanced support.

○ Record all troubleshooting steps and findings in account notes.

○ Maintain clear and organised account notes on every interaction / escalation.

○ Deliver prompt, accurate, and professional service in all interactions.

○ Strive for first-contact resolution and aim to meet or exceed customer expectations.

○ Report recurring issues, feature requests, and other feedback to HQ to drive product improvements.

○ Follow all processes and procedures.

○ Keep up to date with updates and changes.

○ Follow all quality and quality feedback processes.

○ Respond to tickets using clear and concise language.

○ Utilise appropriate canned responses ensuring all customer questions have been sufficiently answered.

○ Move tickets to the correct department / queue.

Core Requirements

Desired Skills

Performance Metrics

Agents will be evaluated on a variety of metrics, including :

Average Handling Time (AHT) : Time taken per interaction (

Skills Required

Support Tools, Technical Support, Documentation, Troubleshooting, Voice support, Crm Systems