Blended Contact Center Agent

MCI Careers is hiring Blended Contact Center Agents to support leading global brands in a fast-paced, performance-driven environment. In this customer service and support role, you'll handle a mix of inbound and outbound contacts across phone, chat, email, and other digital channels. Responsibilities include resolving customer issues, providing product and tech support, capturing accurate data in CRM tools, and identifying opportunities for sales or upselling. You'll work toward clear KPIs, receive ongoing training and coaching, and gain exposure to innovative CX technologies with real opportunities for advancement.

Responsibilities

• Handle inbound and outbound customer contacts via phone, chat, email, and other digital channels
• Resolve customer inquiries, issues, and complaints with professionalism and empathy
• Provide basic product, account, and technical support following documented procedures
• Accurately document interactions and update customer records in CRM systems
• Meet or exceed performance metrics such as quality, handle time, and customer satisfaction
• Identify and pursue opportunities for sales, upselling, or cross-selling where appropriate
• Follow contact center scripts, policies, and compliance requirements
• Collaborate with supervisors and teammates to share feedback and improve processes
• Participate in ongoing training, coaching, and quality assurance reviews
• Use multiple systems and tools simultaneously while maintaining accuracy and speed

Required Skills

• Inbound call handling
• Outbound call handling
• CRM software (Salesforce/Zendesk or similar)
• Omnichannel support (phone, email, chat, SMS)
• Typing and data entry
• Call de escalation
• Sales and upselling
• Technical troubleshooting basics
• Quality assurance adherence
• Performance metrics analysis