Inbound Customer Care Agent

MCI Careers seeks Inbound Customer Care Agents to support leading brands in a fast-paced, performance-driven CX environment. You will handle inbound calls, chats, and emails, resolve customer questions, troubleshoot basic issues, and document interactions in CRM systems. Agents follow clear performance metrics (quality, productivity, and customer satisfaction) with coaching, training, and advancement opportunities. Ideal candidates are tech-comfortable, detail-oriented, and strong communicators who can de-escalate issues, follow scripts and procedures, and contribute to continuous improvement and team goals.

Responsibilities

• Handle inbound customer calls, chats, and emails with professionalism and empathy
• Resolve questions, troubleshoot basic issues, and provide accurate information and solutions
• Use CRM and ticketing systems to document interactions and update customer records
• Follow scripts, policies, and procedures to ensure compliance and consistency
• Meet or exceed performance targets for quality, productivity, and customer satisfaction
• Escalate complex issues following established workflows
• Participate in coaching, training, and quality reviews for continuous improvement
• Collaborate with team members and leaders to share feedback and best practices

Required Skills

• Inbound call handling
• Customer relationship management (CRM) software
• Ticketing systems
• Typing and data entry
• Knowledge base navigation
• De-escalation techniques
• Call documentation and note-taking
• Basic troubleshooting
• Omnichannel support (phone, chat, email)
• Performance metrics (AHT, QA, CSAT)