Contact Center Representative

MCI Careers seeks a Contact Center Representative to deliver high-quality customer support for leading brands in a fast-paced, metrics-driven environment. You'll handle inbound and outbound contacts via phone, chat, and email, resolve issues, provide product and service information, and identify upsell or cross-sell opportunities. You'll use CRM and contact center tools to document interactions, follow scripts and compliance standards, and meet performance targets. MCI offers paid training, coaching, advancement opportunities, and exposure to innovative CX and digital solutions within a performance-focused, team-oriented culture.

Responsibilities

• Handle inbound and outbound customer contacts via phone, chat, and email
• Provide accurate product and service information to customers
• Troubleshoot and resolve customer issues within defined guidelines
• Use CRM and contact center tools to document all interactions
• Follow scripts, policies, and compliance requirements
• Meet or exceed performance metrics such as AHT, CSAT, and QA scores
• Identify and act on upsell or cross-sell opportunities when appropriate
• Collaborate with team members and supervisors to improve processes
• Participate in ongoing training, coaching, and performance reviews
• Escalate complex or unresolved issues following defined procedures

Required Skills

• Contact center systems (CRM, ticketing tools)
• Call handling and queue management
• Typing and data entry accuracy
• Troubleshooting and problem resolution
• Omnichannel support (phone, chat, email)
• Basic technical support for software/services
• Sales and upselling techniques
• Documentation and case logging
• Time management in high-volume queues
• Performance metrics reporting (AHT, CSAT, QA)