Contact Rep

MCI Careers is hiring Contact Center Representatives to support top global brands in a fast-paced, performance-driven environment. In this customer service and support role, you will handle inbound and outbound contacts, resolve issues, and deliver high-quality customer experiences across phone, email, and chat. You'll follow defined processes, use CRM tools, and work toward clear performance metrics. MCI offers structured training, coaching, and merit-based advancement, providing growth opportunities in customer experience, sales, tech support, and digital CX solutions.

Responsibilities

• Handle high-volume inbound and outbound customer calls for multiple brands
• Resolve customer inquiries, issues, and complaints with professionalism and empathy
• Use CRM systems to document interactions and update customer records accurately
• Follow scripts, procedures, and compliance guidelines to meet quality standards
• Meet or exceed performance metrics such as handle time, quality scores, and customer satisfaction
• Identify opportunities to upsell or cross-sell when appropriate
• Collaborate with supervisors and teammates for coaching and continuous improvement
• Adapt to new programs, products, and tools in a fast-paced environment

Required Skills

• Inbound and outbound call handling
• Customer service and de-escalation
• CRM and ticketing systems
• Data entry and typing
• Active listening
• Problem-solving and root cause analysis
• Basic sales and upselling
• Multichannel communication (phone, email, chat)
• Time management and multitasking
• Following scripts and compliance procedures