Full-Time Call Center Representative (Urgently Hiring)

About the role

MCI is a fast-growing tech-enabled business services company with a strong presence in call centers and operations spanning multiple countries. We offer CX, BPO, and XaaS solutions across various industries. This role involves providing customer support, answering and making calls, assisting with inquiries, resolving concerns, and maintaining confidentiality.

Responsibilities

• Answer inbound and/or make outbound customer calls professionally and courteously.
• Assist customers with questions, account inquiries, and general support.
• Resolve customer concerns while maintaining a positive experience.
• Accurately document customer interactions in company systems.
• Meet productivity, quality, and attendance expectations.
• Follow company policies and established call procedures.
• Maintain confidentiality of customer information.
• Collaborate with team members and supervisors to improve customer satisfaction.

Qualifications

• Must be 18 years or older.
• High school diploma or GED required.
• Fluent in English.
• Strong verbal and written communication skills.
• Excellent problem-solving and active listening abilities.
• Ability to multitask and work in a fast-paced environment.
• Previous customer service experience is an advantage but not required.
• Nice to have: previous outbound sales experience, call center sales experience, experience meeting sales quotas, CRM software experience, upselling or cross-selling experience, bilingual or multilingual skills.

About MCI (Parent Company)

MCI helps customers with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs. It has subsidiaries in various locations and provides a diverse range of tech-enabled business services. MCI is committed to fostering a diverse and inclusive workplace and ensuring equal opportunity for all employees.

Conditions of Employment

• All MCI Locations 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.
• (Does not apply in Canada).

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), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.