Remote Call Center Representative (Newfoundland)

About the role

MCI is a tech-enabled business services company with a strong call center presence and operations in various countries. We provide CX, BPO, and XaaS solutions across healthcare, retail, government, education, telecom, technology, e-commerce, and financial services sectors. Our contact centers leverage advanced technologies to enhance customer journeys and reduce costs.

Responsibilities

• Handle inbound calls from customers across the country.
• Listen actively to understand customer needs and provide effective solutions.
• Troubleshoot basic technical issues and guide customers through resolutions.
• Aid with account management, including adding or removing products and services.
• Identify and pursue sales opportunities to enhance customer plans.
• Clearly explain products, services, and processes in a professional manner.
• Escalate complex or unresolved issues to the appropriate team.
• 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 verbal and written communication skills.
• Ability to type 20+ words per minute accurately.
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Basic understanding of Windows operating systems.
• Dependable, punctual, and able to maintain consistent attendance.
• Skilled in problem-solving, conflict resolution, and follow-up.
• Customer-focused mindset: empathetic, patient, and responsive.
• Ability to multi-task, stay organized, and work independently.
• Thrives in a fast-paced, team-oriented environment with frequent change.
• Strong interpersonal skills and a passion for building customer relationships.

About MCI (Parent Company)

MCI helps customers tackle CX and DX challenges with leading-edge solutions that deliver exceptional experiences and drive optimal performance. We assist businesses with BPO, staffing, contact center services, and IT services through general and specialized hosting, software, staff, and services. MCI has grown significantly, becoming a leader in the industry and a trusted partner for numerous clients.

Compensation Details

At MCI, we value our team members' contributions and offer competitive compensation and benefits packages. Starting compensation is based on experience, and we provide a variety of benefits and incentives to support and reward our team members.

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. Regularly required to operate a computer and other office equipment, including a phone, copier, and printer. Occasional movement 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

MCI provides reasonable accommodations for qualified applicants and employees with disabilities unless such accommodations would cause undue hardship.

Diversity and Equality

MCI values diversity and equality and adheres to non-discrimination policies. We provide reasonable accommodation to qualified employees with protected disabilities.