Customer Service Representative

About the role

MCI is a rapidly growing tech-enabled business services company with a strong presence in the USA and international markets. We specialize in Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across various industries. 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 and contribute to our global success.

Responsibilities

• Engage with customers via inbound and outbound calls, providing friendly and professional support.
• Actively listen to customer concerns and deliver effective, timely resolutions.
• Use internal systems to manage accounts, process claims, and retrieve information.
• Identify opportunities to upsell or upgrade products and services.
• Clearly explain products, services, and processes to customers.
• Escalate complex issues to the appropriate team when needed.
• Strive for first-call resolution through strong problem-solving skills.
• Stay current with training, meetings, and process updates.
• Maintain excellent attendance and punctuality.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• Strong written and verbal communication skills.
• Ability to type at least 20 WPM.
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with Windows operating systems.
• Dependable and punctual with a strong work ethic.
• Skilled in troubleshooting, conflict resolution, and follow-up.
• A customer-first mindset: empathetic, patient, and responsive.
• Ability to multitask, stay organized, and manage time independently.
• A team player with a positive attitude and strong interpersonal skills.
• Comfortable working in a dynamic, fast-changing environment.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.
• Job offers are contingent on drug screening results.

Compensation Details

We value your contributions and offer competitive compensation and benefits packages tailored to support your growth and well-being. Starting compensation is based on experience, and we provide a variety of benefits and incentives to ensure you feel valued and supported.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Diversity and Equality

MCI values diversity and equality in the workplace. We maintain a work environment free from discrimination and promote a culture where every employee feels valued. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.