Call Center Representative

MCI Careers is hiring Call Center Representatives to deliver exceptional customer experiences for leading global brands in technology and software. In this fast-paced, performance-driven environment, you will handle inbound and outbound calls, resolve customer issues, provide product and technical support, and identify opportunities to upsell or cross-sell solutions. You'll use CRM tools, follow detailed processes, and meet clear performance targets. We provide robust training, ongoing coaching, and defined advancement paths so you can grow your skills in customer experience, sales, and tech-enabled support.

Responsibilities

• Handle inbound and outbound customer calls in a professional manner
• Provide product, account, and basic technical support to customers
• Use CRM and ticketing systems to document interactions accurately
• Follow scripts, procedures, and quality standards for each client program
• Meet or exceed performance metrics such as handle time, quality, and customer satisfaction
• Identify and communicate opportunities to upsell or cross-sell services
• Troubleshoot common technical and account-related issues
• Collaborate with supervisors and team members to resolve complex cases
• Participate in ongoing training, coaching, and performance reviews
• Adhere to data security, compliance, and confidentiality requirements

Required Skills

• Inbound and outbound call handling
• CRM and ticketing systems
• Basic technical troubleshooting
• Data entry and documentation
• De-escalation and conflict resolution
• Multi-channel support (phone, email, chat)
• Time management and prioritization
• Sales and upselling techniques
• Quality assurance adherence
• Performance metrics tracking