Customer Service Representative

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 

Are you passionate about helping others and delivering outstanding service? We’re looking for a  Customer Service Representative who is  empathetic, solution-oriented , and ready to thrive in a  fast-paced, customer-focused environment .

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key 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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

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 .