Contact Center Customer Service Representative
About the role
MCI is a rapidly growing tech-enabled business services company with a strong presence in call centers and operations spanning multiple countries. We provide CX, BPO, and XaaS solutions across various industries including healthcare, retail, government, education, telecom, technology, e-commerce, and finance. Our contact centers leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We foster an inclusive environment where professionals can build meaningful careers, access continuous learning, and contribute to our global success.
Responsibilities
- Handle inbound calls, emails, or chats from customers.
- Provide accurate information about products, services, and billing.
- Resolve customer complaints and escalate when necessary.
- Maintain detailed records of customer interactions.
- Follow company procedures and compliance guidelines.
- Meet performance goals related to quality, efficiency, and customer satisfaction.
- Participate in training and coaching to improve service delivery.
Qualifications
- Must be 18 years or older.
- High school diploma or equivalent.
- At least 1 year of customer service experience, preferably in a contact center.
- Strong communication and interpersonal skills.
- Ability to multitask and work in a fast-paced environment.
- Familiarity with CRM systems and call center tools.
- Fluent in English and Spanish.
Benefits
We offer a variety of benefits and incentives to support and reward our team members, including:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Disability Insurance
- Life Insurance
- Career Growth Opportunities
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Pay
Starting compensation is based on experience, and we offer a competitive compensation and benefits package.
Schedule
The role operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. Occasional movement about the office and lifting up to 40 pounds may be required.