Customer Service Representative

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 a natural problem solver with a passion for helping others? We’re looking for a Customer Service Representative to join our team and provide outstanding support to customers while representing some of the world’s most recognizable brands. If you thrive in a fast-paced environment and enjoy making a difference, we want to hear from you!

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

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

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:

• 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.
• Thrive in a fast-paced, team-oriented environment.
• Excellent interpersonal skills and a collaborative spirit.