Full-Time Call Center Representative (Urgently Hiring)

About the role

MCI is a rapidly growing tech-enabled business services company with a strong presence in the United States and operations spanning multiple countries. We offer a variety of services including Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs. We are dedicated to fostering a career environment where professionals can grow, learn, and contribute to a globally expanding, leading organization.

Responsibilities

• Answer inbound and/or make outbound customer calls professionally and courteously.
• Aid 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, and bilingual or multilingual skills.

Conditions of Employment

• All MCI locations require authorization 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.
• 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. Requests for reasonable accommodation apply to all aspects of employment.

Diversity and Equality

MCI maintains a work environment free from discrimination and promotes equality. We are committed to diversity and equal opportunity in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI provides reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.