Inbound Customer Service Agent

MCI Careers seeks Inbound Customer Service Agents to support leading brands in a fast-paced contact center. You will handle inbound calls, email, and chat to resolve customer questions, troubleshoot basic technical issues, and provide accurate, timely information. Use CRM and knowledge-base tools to document interactions and follow set processes while meeting KPIs for quality, efficiency, and customer satisfaction. We provide structured training, coaching, and performance feedback with clear advancement paths into senior agent, team lead, or specialized CX and tech-support roles.

Responsibilities

• Handle inbound customer calls, emails, and chats for multiple client brands.
• Provide accurate information, resolve issues, and deliver high-quality customer experiences.
• Use CRM and ticketing systems to document interactions and follow workflows.
• Troubleshoot basic technical and account-related issues using knowledge-base tools.
• Meet or exceed KPIs for quality, handle time, first contact resolution, and customer satisfaction.
• Follow scripts, compliance requirements, and security/privacy guidelines.
• Collaborate with teammates and supervisors to share feedback and improve processes.
• Participate in ongoing training, coaching, and quality reviews.
• Escalate complex or unresolved issues following defined procedures.
• Support a performance-driven, fast-paced operational environment.

Required Skills

• Inbound call handling
• CRM software usage
• Ticketing systems
• Data entry and documentation
• Email and chat support
• Basic troubleshooting
• De-escalation techniques
• Call scripting adherence
• Multitasking
• KPI and metrics tracking