Customer Service Representative

About the role

MCI is a rapidly growing tech-enabled business services company with a strong presence in the United States and international markets. We specialize in delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across various industries. Our contact centers utilize both on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs.

Responsibilities

• Engage with customers via inbound calls to understand and resolve their concerns.
• Use internal systems and tools to manage accounts and process requests.
• Identify opportunities to upsell or upgrade services using consultative sales techniques.
• Clearly explain products, services, and procedures to customers.
• Escalate unresolved or complex issues to the appropriate team or manager.
• Ensure first-call resolution through effective communication and problem-solving.

Qualifications

• Must be 18 years or older with a high school diploma or equivalent.
• Strong written and verbal communication skills.
• Ability to type 20+ words per minute accurately.
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Familiarity with Windows operating systems.
• Dependable and punctual with a strong work ethic.
• Skilled in troubleshooting, conflict resolution, and customer follow-up.
• A customer-first mindset: empathetic, patient, and responsive.
• Ability to multi-task, stay organized, and work independently.
• Thrives in a fast-paced, team-oriented environment.
• Excellent interpersonal skills and a collaborative spirit.

Benefits

We offer a comprehensive benefits package that includes:

• Paid Time Off
• Incentives & Rewards
• Health Benefits (medical, dental, vision)
• Disability Insurance
• Life Insurance
• Supplemental Insurance (accident, critical illness)
• Career Growth Opportunities
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Compensation Details

Your starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. We believe in recognizing and rewarding your contributions.

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 maintains a work environment free from discrimination and believes diversity benefits our employees, company, customers, and community. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.