Customer Service Agent

MCI Careers seeks Customer Service Agents to support leading IT and digital brands in our Customer Service & Support department. In this fast-paced, performance-driven contact center role, you will deliver omnichannel customer support via phone, chat, and email, resolving questions, basic technical issues, and account requests while meeting clear quality and productivity goals. You'll use modern CRM and CX technologies, follow structured processes, and document every interaction accurately. MCI offers paid training, coaching, and advancement based on results, giving you the opportunity to grow skills in customer experience, sales, and tech-enabled support within a global CX and BPO leader.

Responsibilities

• Handle inbound and outbound customer interactions via phone, chat, email, and other digital channels.
• Troubleshoot basic IT and product issues, following scripts and knowledge base articles.
• Document all customer interactions accurately in CRM and ticketing tools.
• Meet or exceed performance metrics including quality, productivity, and customer satisfaction scores.
• Identify opportunities to upsell or cross-sell relevant products and services where appropriate.
• Collaborate with supervisors and peers, participating in coaching and training to improve performance.
• Follow security, compliance, and data privacy standards on every interaction.
• Provide clear, professional communication and resolve or escalate issues promptly.

Required Skills

• Omnichannel customer support (phone, chat, email)
• CRM and ticketing systems (e.g., Salesforce, Zendesk)
• Basic technical troubleshooting (IT/software)
• Typing and data entry accuracy
• Call control and de-escalation
• Knowledge base navigation and documentation
• Sales/upselling and cross-selling
• Performance metrics (AHT, CSAT, QA)
• MS Office or Google Workspace
• Ticket prioritization and time management