Position Overview
Presente su candidatura después de leer los siguientes requisitos de habilidades y cualificaciones para este puesto.
We’re looking for a skilled and motivated Customer Service Representative (Voice) to join our growing team and deliver exceptional support to offshore clients. In this role, you’ll manage inbound and outbound calls, helping customers with professionalism, empathy, and efficiency.
Key Responsibilities
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* Handle inbound and outbound calls in a courteous, timely, and professional manner.
* Listen actively to understand customer needs and provide effective solutions.
* Research systems to locate or update information and collaborate with other departments when needed.
* Follow all client processes, scripts, policies, and procedures with accuracy.
* Use knowledge base and training resources to resolve customer inquiries effectively.
* Ensure first‑call resolution through troubleshooting and problem‑solving.
* Accurately document and process customer interactions.
* Handle sensitive customer data with discretion and confidentiality.
* Escalate complex concerns to supervisors or managers when appropriate.
* Stay up to date by attending meetings, training sessions, and reviewing new materials.
* Consistently meet attendance, scheduling, and performance expectations.
Qualifications
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* High school diploma or equivalent.
* Strong English communication skills (oral and written).
* Minimum of 6 months call center experience (voice, email, or chat support with US accounts).
* Typing speed of 40+ WPM with 95% accuracy.
* Grammar assessment score 85%+ and comprehension score 90%+.
* Proficiency with Windows PC applications and ability to quickly learn new systems.
* Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
* Knowledge of CRM platforms (a plus).
* Strong skills in troubleshooting, conflict resolution, and negotiation.
* Ability to multi‑task, self‑manage, and stay focused under pressure.
* Team‑oriented, empathetic, and customer‑focused mindset.
* Highly reliable with consistent attendance and punctuality.
* Flexibility to work shifts, weekends, and holidays.
Conditions of Employment
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* Must be authorized to work in the country where the job is based.
* Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offers are contingent on background/security investigation results.
* Must be willing to submit to drug screening; job offers are contingent on drug screening results.
Compensation and Benefits
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
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* HMO coverage plus a dependent.
* Dental coverage.
* Additional benefits such as meals during training, career growth opportunities, allowances for rice, clothing, laundry and meals, performance and loyalty bonuses, employee shuttle services, company retreats, and other in‑office rewards.
Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and may need to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move in the office to accomplish tasks, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
Diversity and Equality
MCI maintains a work environment free from discrimination, treating all employees with dignity and respect, and considering only merit and qualifications. xpzdshu This statement includes compliance with applicable laws and regulations.
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