Contact Center Representative

About the role

MCI is a rapidly growing tech-enabled business services company with a strong presence in the United States and international operations. We specialize in delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across various industries.

Responsibilities

• Answer incoming calls and respond to customer inquiries in a courteous and efficient manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer issues and escalate complex cases to supervisors when necessary.
• Document all customer interactions in the CRM system.
• Meet or exceed performance metrics including call quality, handle time, and customer satisfaction.
• Follow communication scripts and adhere to company procedures and compliance standards.
• Participate in ongoing training and coaching sessions to improve service delivery.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• At least 1 year of experience in a contact center or customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency in using computers and CRM systems.
• Fluency in English and Spanish is a plus.

Benefits

MCI offers 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 package.

Schedule

The schedule for this role is flexible and depends on the specific needs of the department.