Entry-Level Contact Center Representative

MCI Careers is hiring Entry-Level Contact Center Representatives to support leading global brands in a fast-paced, performance-driven environment. In this role, you'll handle inbound and outbound customer interactions via phone, chat, and email, resolve questions, troubleshoot basic issues, and recommend products or services. You'll work with CRM tools, follow scripts and compliance guidelines, and meet clear performance metrics (QA, CSAT, AHT). We offer structured training, ongoing coaching, and opportunities to grow in customer experience, sales, and tech-enabled digital solutions.

Responsibilities

• Handle inbound and outbound customer calls, chats, and emails
• Resolve customer questions, issues, and complaints professionally
• Use CRM and ticketing systems to document all interactions accurately
• Follow scripts, procedures, and compliance/security guidelines
• Troubleshoot basic technical or account-related problems
• Meet or exceed performance goals (QA, CSAT, AHT, sales targets)
• Escalate complex issues to appropriate support teams when needed
• Provide product/service information and recommend solutions or upgrades
• Participate in training, coaching, and feedback sessions
• Collaborate with team members to improve processes and customer experience

Required Skills

• Inbound and outbound call handling
• CRM and ticketing systems
• Data entry and documentation
• Basic troubleshooting
• De-escalation and conflict resolution
• Multitasking across systems
• Email and chat support
• Time management
• Sales support and upselling
• Performance metrics (AHT, QA, CSAT)