Inbound Customer Service Agent

Job Title: Inbound customer service agent

Location: Mangalore

Shift: Night shifts

Mode of work: Work from office

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. 
• 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. 
• 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.
• Problem-solving orientation, with the ability to handle and resolve customer concerns efficiently. 
• Prior experience in a multilingual contact center or customer support environment.