Customer Service Agent

MCI Careers seeks Customer Service Agents to support leading global brands in a fast-paced contact center environment. In this role, you will handle inbound and outbound customer interactions via phone, email, and digital channels, resolving questions, troubleshooting basic technical issues, and providing product and account support. You'll work with modern CX tools, follow clear performance metrics, and receive ongoing training and coaching. Ideal candidates are tech-comfortable, customer-focused, and eager to grow in customer experience, sales support, and digital CX solutions.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other digital channels
• Troubleshoot basic technical and account issues using provided tools and knowledge base
• Accurately document interactions, resolutions, and follow-up actions in CRM systems
• Meet or exceed performance metrics such as quality, handle time, and customer satisfaction scores
• Escalate complex or unresolved issues to appropriate support tiers when needed
• Collaborate with teammates and supervisors to share feedback and improve processes
• Participate in ongoing training and coaching to enhance product, system, and CX skills
• Uphold data privacy, security, and compliance standards on every interaction

Required Skills

• Customer support
• Call center operations
• CRM software
• Ticketing systems
• Technical troubleshooting
• Typing and data entry
• Written communication
• Verbal communication
• De-escalation techniques
• Time management