Inbound Customer Service Agent

As an Inbound Customer Service Agent at unifyCX, your role involves providing world-class support to customers by addressing inquiries, resolving issues, and enhancing the overall customer journey. Your responsibilities include:

• Handling inbound calls from card members to provide support on account balances, order status, and payment decline reasons.
• Capturing and documenting customer complaints professionally and empathetically, ensuring accuracy based on issuer protocols.
• Demonstrating active listening and adapting communication style based on the customer's tone, cultural context, and emotional state.
• Efficiently managing complex customer issues to ensure timely and satisfactory resolution.
• Maintaining effective call control for smooth transitions and proper call direction.
• Utilizing multiple tools and systems while speaking with customers, including multitasking, accurate data entry, and navigation across multiple screens.
• Displaying verbal clarity, proper grammar, and natural pacing during calls in all three supported languages.
• Accurately setting up or acting on cases as needed, following company guidelines and compliance rules.
• Completing assigned training, demonstrating self-directed learning, and adapting quickly to process or policy changes.

Qualifications Required:

• Bachelors Degree/Diploma in a relevant field or equivalent experience.
• Proficiency in English (verbal and written) meeting 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 proficiency with high accuracy.
• Prior experience in self-directed training and PC-based learning (preferred).
• 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. As an Inbound Customer Service Agent at unifyCX, your role involves providing world-class support to customers by addressing inquiries, resolving issues, and enhancing the overall customer journey. Your responsibilities include:
• Handling inbound calls from card members to provide support on account balances, order status, and payment decline reasons.
• Capturing and documenting customer complaints professionally and empathetically, ensuring accuracy based on issuer protocols.
• Demonstrating active listening and adapting communication style based on the customer's tone, cultural context, and emotional state.
• Efficiently managing complex customer issues to ensure timely and satisfactory resolution.
• Maintaining effective call control for smooth transitions and proper call direction.
• Utilizing multiple tools and systems while speaking with customers, including multitasking, accurate data entry, and navigation across multiple screens.
• Displaying verbal clarity, proper grammar, and natural pacing during calls in all three supported languages.
• Accurately setting up or acting on cases as needed, following company guidelines and compliance rules.
• Completing assigned training, demonstrating self-directed learning, and adapting quickly to process or policy changes.

Qualifications Required:

• Bachelors Degree/Diploma in a relevant field or equivalent experience.
• Proficiency in English (verbal and written) meeting 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 proficiency with high accuracy.
• Prior experience in self-directed training and PC-based learning (preferred).
• 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.