Inbound Customer Service Agent

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Job Summary

dedicated and multilingual Inbound Customer Service Agents

fluent in English (written and spoken)

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 professionally and empathetically, ensuring accuracy based on issuer 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, including navigating multiple screens and accurate data entry.
• Display verbal clarity, proper grammar, and natural pacing during calls in all 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 & Qualifications

• Bachelor’s Degree/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 (a plus).