Remote customer service agent supporting customers for MCI’s business - process outsourcing and CX services. Handling inquiries, complaints, records, and performance metrics across phone, email, and chat.
About the role
- Remote customer service representative handling support, troubleshooting, and sales interactions for MCI’s outsourced CX, BPO, and IT services. Resolving customer issues and managing accounts.
Responsibilities
- Handle inbound and outbound customer service and sales projects for a wide variety of clients
- Respond to inbound customer inquiries
- Troubleshoot basic technical issues
- Provide customers with quality products and services
- Interact with hundreds of customers each week across the country
- Resolve customer support issues
- Sell new products and services and upgrade existing services
- Use systems and technology to complete account-management tasks
- Explain and position products and processes for customers
- Escalate customer dissatisfaction appropriately to the managerial team
- Ensure first-call resolution through effective problem solving and call handling
- Operate a computer, telephone headset, copier, and printer while working in a professional office environment
- Perform other duties as assigned by supervisors or managers
Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Ability to type swiftly and accurately at 20+ words per minute
- Basic knowledge of Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook
- Basic understanding of the Windows operating system
- Highly reliable with regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- Aptitude for conflict resolution, problem solving, and negotiation
- Customer-service orientation, including empathy, responsiveness, patience, and conscientiousness
- Ability to multitask, stay focused, and self-manage
- Strong team orientation and customer focus
- Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and ability to build relationships with team members and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a Level II background and/or security investigation with fingerprint
- Must be willing to submit to drug screening; does not apply in Canada
Benefits
- Paid time off and paid holidays
- Supplemental health coverage through Blue Cross for full-time employees
- Life insurance options
- Accident and critical illness insurance
- Internal promotion and career advancement opportunities
- Paid on-the-job training
- Team-oriented, collaborative work environment
- Casual dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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