Key role: Responsible for reviewing accounts and orders to provide balance, order status, reasons for payment declines, capturing complaints based on the Issuer in a friendly and empathetic tone when necessary. Exp: 6 Months to 2 years Location: Mysore Work mode: Work from office Shits: Ready to work in night shifts, rotational shifts Key skills required: Proficient English; speaking and writing skills. Ability to handle complex issues Active listening (e.g., recognizing and addressing Customer objectives and needs, probing for information, minimizing repetition, reflective listening, etc.) Verbal clarity (e.g., grammar, idioms, pacing, accent, etc.) Call control (e.g., call direction, transitioning, etc.) Multi-tasking (e.g., simultaneous screen navigation, talk & type, anticipating upcoming screen/data elements for next item in conversation, etc) Experience with PC concepts and usage Experience with Internet and browser concepts and usage Typing-by-touch skills Other Attributes: Customer service skills based on interviews and Role Play evaluations. Able to learn and comprehend fluently in English Experience with PC learning and self-directed training in English Review of Agent background check (criminal, relevance, usage, etc.) Answer inbound calls from Card members and set up/action cases on calls. Please confirm Inbound agent skill level is reflected in the proposed pricing.

Job Preview: Customer Support Representative Role : Customer Support Representative Designation : Analyst Work Location: Mangalore, work from office Shift: 9 hours per day, with rotational week offs About Us unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Role Overview: As a Customer Support Representative, you will be the first line of support for our customers who host a e-Commerce website. This entry-level role offers a helping hand in resolving issues related to customers’ orders in-terms of order modifications, return support, product information etc. This role offers an excellent opportunity to gain hands-on experience in customer support and troubleshooting. You'll interact with international customers via live chat and emails offering solutions and guidance in a fast-paced environment. Required Qualifications: Education: Bachelor’s degree Skills: Strong multitasking skills to be able to handle up to 3 chats at a time Excellent verbal and written communication skills to convey the information clearly and concisely Excellent typing skills and quick understanding of the issue Ability to think critically and troubleshoot effectively under pressure. Knowledge of keyboard shortcuts and efficient computer usage. Patience, empathy, and a positive attitude when dealing with customers Willingness to learn, innovate, and take on challenges proactively Key Responsibilities: Customer Interaction: Provide excellent customer service to international clients through live chat and email, and ensuring timely resolution of queries. Troubleshooting & Problem Solving: Develop and apply strong troubleshooting skills to resolve issues efficiently. Collaboration: Work closely with the Client side team to resolve or escalate the complex issues. Feedback Loop: Collect and relay customer feedback to help improve our products and services. Maintain professionalism and accuracy in all communications. Career Progression: This role offers a clear path for career advancement: Junior Analyst ➔ Analyst ➔ Senior Analyst ➔ Team Manager Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles. This job profile offers a comprehensive learning experience on customer service preparing you for a successful career in customer support and beyond. Work Environment: Shifts: 5 days working in 9-hours shift each day. Shifts may / may not change once a month. Rotational WOs. The various shifts timings are: 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30 Team: Work as part of a dynamic team in a supportive, growth-oriented environment. Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement. Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible. Why Join Us? Make an Immediate Impact: You'll make a real difference by helping customers of one of the E-commerce giants Supportive Team Culture: We’re a collaborative and friendly team that values clear communication, efficiency, and knowledge sharing. Stable & Flexible Work Environment: Work in a structured environment with access to reliable tools and platforms, while enjoying flexibility and autonomy in your daily tasks. Optimistic and passionate clients: Work closely with the in house team and get to know how they focus more on enjoying the little things and their relationship with the customers If you are passionate about technology and enjoy helping others, we would love to have you on our team as an Analyst!

As an Agent in this role, you will be responsible for managing chargebacks, Ethoca alerts, order processing, and minor billing escalations. Your primary duties will include the following: Chargeback Management: You will review and respond to chargeback claims in a timely and accurate manner, compiling necessary documentation and evidence to dispute unauthorized claims when applicable. It will be crucial to monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to help mitigate future disputes. Ethoca Alerts: Acting swiftly on Ethoca alerts is essential to reduce potential financial impact by proactively addressing fraudulent transactions and unauthorized purchases. You will be responsible for documenting Ethoca cases and escalating unresolved issues to HQ. Order Processing: Monitoring order completion, managing related follow-up tasks, and addressing issues affecting order processing will also be part of your responsibilities. Billing Escalations: Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, is crucial. You must ensure a satisfactory resolution within established SLA timelines. Documentation: Accurately logging and updating records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations is necessary. Maintaining organized and up-to-date documentation will support reporting and ensure data integrity. Reporting and Feedback: Generating reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends, patterns, and potential areas for improvement is a key aspect of the role. Providing feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries is also expected. Core Requirements: - Experience: Previous experience in billing, finance, or a similar administrative support role; familiarity with SaaS or subscription-based services is preferred. - Attention to Detail: High accuracy and attention to detail in processing orders, handling chargebacks, and addressing billing issues. - Communication Skills: Clear and professional written and verbal communication skills to handle billing inquiries and chargeback documentation. - Organizational Skills: Strong ability to prioritize and manage multiple financial and administrative tasks efficiently. Desired Skills: - Fraud Prevention Awareness: Familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. - Billing Systems and Financial Software: Experience working with billing systems or financial software to manage transactions and resolve billing inquiries. - Analytical Skills: Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics: Your performance will be evaluated based on the following Key Performance Indicators (KPIs): - Chargeback Response Rate - Ethoca Alert Handling - Order Accuracy - Billing Resolution Time - Error Rate Overall, this role requires strong attention to detail, effective communication skills, organizational abilities, and a focus on fraud prevention and customer satisfaction to successfully manage chargebacks, Ethoca alerts, order processing, and billing escalations.,

As a Customer Support Representative at unifyCX, you will play a crucial role in providing support to customers who operate an e-Commerce website. In this entry-level position, you will assist in addressing issues related to customer orders, such as order modifications, return support, and providing product information. This role presents an excellent opportunity to gain hands-on experience in customer support and troubleshooting by engaging with international customers through live chat and emails in a fast-paced environment. To excel in this role, you must possess a Bachelor's degree and demonstrate strong multitasking abilities to handle multiple chats simultaneously. Excellent verbal and written communication skills are essential to convey information clearly and concisely. Additionally, quick typing skills, the ability to understand issues promptly, critical thinking skills, and effective troubleshooting under pressure are required. Proficiency in using keyboard shortcuts and efficient computer usage is advantageous. A patient, empathetic, and positive attitude towards customers, coupled with a willingness to learn, innovate, and proactively tackle challenges, are key attributes for success in this role. Your primary responsibilities will include delivering exceptional customer service to international clients via live chat and email, ensuring timely resolution of queries. You will also develop and apply strong troubleshooting skills to efficiently address issues and collaborate closely with the client-side team to resolve complex problems. Collecting and relaying customer feedback to enhance products and services while maintaining professionalism and accuracy in all communications is crucial. This role offers a clear career progression path from Junior Analyst to Analyst, Senior Analyst, and potentially Team Manager. Alternative career paths include roles such as Quality Analyst, Trainer, WFM Analyst, and other specialized positions. By joining us, you will gain comprehensive experience in customer service, preparing you for a successful career in customer support and beyond. In terms of the work environment, you will be part of a dynamic team in a supportive and growth-oriented setting. You will work five days a week in 9-hour shifts, with rotational week offs and the possibility of shift changes on a monthly basis. Shift timings vary between 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, and 21:30-06:30. Our team values collaboration, innovation, and continuous improvement, providing a supportive culture for your professional growth. Joining unifyCX means making an immediate impact by assisting customers of a prominent e-Commerce giant, while being part of a supportive team culture that prioritizes clear communication, efficiency, and knowledge sharing. You will work in a stable and flexible environment with access to reliable tools and platforms, coupled with the autonomy to perform your tasks effectively. Additionally, you will have the opportunity to work closely with passionate clients who focus on enjoying the little things and building strong relationships with customers. If you are passionate about technology and enjoy assisting others, we invite you to join us as an Analyst at unifyCX.,

Job Title: Inbound Customer Service Agent Location: Mangalore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us: unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. 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: 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. Typing-by-touch proficiency with high accuracy. 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. 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 a Technical Support Engineer at unifyCX, you will play a crucial role in assisting customers with resolving issues related to Email Campaigns, Digital Marketing, Events, and Survey Management. Your primary responsibility will be to engage with international clients via live chat, providing solutions and guidance in a fast-paced environment. To excel in this entry-level position, you will need to possess strong multitasking skills, think critically, and troubleshoot effectively under pressure. Additionally, you should have excellent typing skills, a quick grasp of technical concepts, and knowledge of keyboard shortcuts to ensure efficient computer usage. Your communication skills, both verbal and written, will be essential in conveying technical information clearly and concisely to customers. A patient and empathetic approach, alongside a positive attitude, will be key when interacting with clients. Your key responsibilities will include gaining knowledge in Email Marketing processes, working with Email Marketing tools, understanding Digital Marketing platforms, and providing excellent customer service through live chat. You will also be required to develop strong troubleshooting skills to address technical issues efficiently and collaborate with different departments for issue resolution. Additionally, providing feedback to leadership on areas of improvement will be crucial in enhancing the overall user experience. This role offers a structured career progression path, starting from Graduate Engineering Trainee to various levels such as Junior Support Engineer, Senior Support Engineer, Web Coach, and Team Manager. Alternative career paths include roles like Quality Analyst, Trainer, WFM Analyst, and others. The job environment includes 9-hour evening shifts with rotational changes, working as part of a supportive team that values collaboration, innovation, and continuous learning. Joining unifyCX as a Technical Support Engineer will allow you to make a real impact by assisting customers with technical problems, work in an innovative environment with cutting-edge technology, and be part of a supportive team that values your contributions and fosters your growth. If you are passionate about technology and enjoy helping others, we invite you to be a part of our team at unifyCX.,