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 inbound support, technical troubleshooting, and sales interactions for MCI’s outsourced contact center and business services clients. Provincewide Manitoba role.
Responsibilities
- Support inbound customer service, help desk, and back-office processing for commercial and public-sector positions
- Handle inbound calls
- Troubleshoot basic technical issues
- Build strong customer relationships while representing recognized brands
- Interact with hundreds of customers weekly across the country
- Resolve customer support issues
- Sell new products and services
- Ensure a best-in-class customer experience
- Listen to customers, understand their needs, and resolve issues
- Use systems and technology to complete account-management tasks
- Recognize sales opportunities and apply sales skills to upgrade customers
- Explain and position products and processes
- Escalate customer dissatisfaction to the managerial team
- Ensure first-call resolution through problem solving and effective call handling
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 (Excel, PowerPoint, Word, Outlook)
- Basic understanding of 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: empathetic, responsive, patient, and conscientious
- 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
- Must complete a full application, including screening questions and a brief pre-employment test
Benefits
- Paid time off (PTO)
- Paid holidays
- Supplemental health coverage through Blue Cross for full-time employees
- Life insurance options
- Accident and critical illness insurance
- Career growth and advancement opportunities, including internal promotions
- Paid 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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