CUSTOMER SERVICE REPRESENTATIVE

MCI Careers is hiring Customer Service Representatives to support leading brands in our fast-paced, performance-driven CX contact center. In this role, you will handle inbound and outbound customer interactions via phone, email, and chat, resolve inquiries and issues, and identify sales or upsell opportunities. You'll use CRM and ticketing tools to document cases accurately while meeting clear KPIs for quality, efficiency, and customer satisfaction. We provide paid training, ongoing coaching, and defined advancement paths so you can build skills in customer experience, sales, and tech-enabled digital support within a global BPO leader.

Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat
• Resolve customer inquiries, complaints, and basic technical or account issues
• Use CRM and ticketing systems to document all interactions accurately
• Meet or exceed KPIs for quality, productivity, and customer satisfaction
• Follow scripts, policies, and procedures while using good judgment
• Identify and communicate upsell or cross-sell opportunities when appropriate
• Collaborate with supervisors and teammates to improve performance and processes
• Participate in training, coaching, and feedback sessions to develop skills
• Escalate complex issues following defined workflows and guidelines
• Protect customer data and follow all security and compliance standards

Required Skills

• Customer support via phone/email/chat
• CRM software (Salesforce/Zendesk or similar)
• Ticketing and case management
• Data entry and documentation accuracy
• De-escalation and conflict resolution
• Call handling and queue management
• Basic troubleshooting and problem-solving
• Written and verbal communication
• Upselling/cross-selling basics
• Typing speed 35+ WPM