Job Description
Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
We’re looking for enthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a best-in-class customer experience.
You’ll interact with hundreds of customers each week, so we’re seeking confident, motivated individuals who bring energy, positivity, and a team-first mindset to every shift.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
Key Responsibilities:
Handle inbound and outbound customer interactions in a courteous and professional manner
Deliver first-call resolution through problem solving and effective call handling
Research systems and coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in company systems
Follow all required scripts, policies, and procedures while ensuring customer satisfaction
Utilize training and knowledge base resources to answer questions accurately
Escalate unresolved or complex issues to the appropriate teams as necessary
Protect customer confidentiality and handle sensitive information responsibly
Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
Consistently meet attendance and work schedule requirements
Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
Qualifications
Must be 18+ years old with a high school diploma or equivalent
Excellent written and verbal communication skills
Ability to type 20+ words per minute accurately
Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with the Windows operating system
Reliable and punctual with strong organizational skills
Strong ability to troubleshoot, resolve conflicts, and problem solve
Customer service oriented: empathetic, patient, responsive, and conscientious
Ability to multi-task, self-manage, and stay focused in a fast-paced environment
Strong team orientation with excellent interpersonal skills
Preferred (Not Required)
1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
Prior state or federal work experience
Inbound Customer Service Agent • Sydney, NS, Canada
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