Contact Center Customer Service Representative

MCI Careers seeks Contact Center Customer Service Representatives to support leading global brands in a fast-paced, performance-driven environment. You will handle inbound and outbound customer interactions via phone, email, and chat, resolving questions, troubleshooting issues, and providing product or service information. Using CRM tools and scripts, you'll follow clear performance and quality metrics, document interactions accurately, and escalate complex problems as needed. MCI offers paid training, coaching, and advancement opportunities as you build skills in CX, tech-enabled support, and sales within a growing BPO leader.

Responsibilities

• Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy
• Provide accurate product and service information and resolve basic customer issues
• Use CRM and ticketing systems to document interactions and update customer records
• Follow scripts, policies, and compliance standards while meeting performance metrics
• Troubleshoot common technical or account-related problems and escalate complex issues
• Meet or exceed targets for quality, productivity, and customer satisfaction
• Collaborate with supervisors and team members to share feedback and best practices
• Participate in ongoing training and coaching to improve service, sales, and system skills

Required Skills

• Inbound/Outbound call handling
• CRM and ticketing systems
• Data entry and documentation
• Troubleshooting customer issues
• De-escalation and conflict resolution
• Multichannel support (phone, email, chat)
• Basic sales and upselling
• Time management
• Keyboarding and computer navigation
• Quality and performance metrics tracking