Inbound Customer Service Agent MLR

Job Title : Inbound Customer Service Agent

Location : Mangalore

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

Skills Required

Prior experience in a multilingual contact center or customer support environment, Good PC and internet navigation skills, Typing-by-touch proficiency with high accuracy, Proficient in English verbal and written, Familiarity with financial services payment systems or card member services, Problem-solving orientation, Experience in handling culturally diverse customers