Contact Center Representative II

MCI Careers is hiring a Contact Center Representative II to support leading global brands in a fast-paced, performance-driven environment. In this role, you will handle inbound and outbound customer interactions across phone, email, and chat, resolving issues, answering questions, and educating customers on products and services. You will use CRM and contact center tools to document interactions, follow scripts and procedures, and meet clear performance metrics for quality, productivity, and customer satisfaction. This role offers ongoing training, coaching, advancement opportunities, and exposure to innovative CX technologies in a team-focused culture.

Responsibilities

• Manage high-volume inbound and outbound customer contacts via phone, email, and chat
• Resolve customer inquiries, issues, and complaints quickly and professionally
• Document all interactions accurately in CRM and ticketing tools
• Meet or exceed performance metrics including quality, handle time, and customer satisfaction
• Educate customers on products, services, and self-service options
• Identify opportunities to upsell or cross-sell relevant solutions
• Follow scripts, procedures, and compliance requirements consistently
• Collaborate with supervisors and teammates for coaching and continuous improvement

Required Skills

• Inbound and outbound call handling
• Customer issue resolution
• CRM and ticketing systems
• Multichannel communication (phone, email, chat)
• Data entry and documentation
• De-escalation and conflict resolution
• Sales/upselling and cross-selling
• Basic technical troubleshooting
• Adherence to KPIs and performance metrics
• Time management in fast-paced environments