About MCI
MCI is a fast‑growing tech‑enabled business services company with a strong call center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions to industries such as healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by on‑site and remote agents and advanced technologies to enhance customer journeys, scale operations, and reduce costs.
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 organization.
Job Overview
We’re seeking enthusiastic Call Center Representatives to support inbound and outbound customer service and sales initiatives. In this role you will respond to incoming inquiries, reach out to existing customers to provide support, and promote new products and services. Opportunities are available across various projects, including government programs and well‑known brands.
Key Responsibilities
- Handle inbound and outbound calls with professionalism and courtesy.
- Resolve customer issues efficiently, aiming for first‑call resolution.
- Research and retrieve information across systems to support customer needs.
- Accurately document customer interactions and process claims.
- Guide customers through options to find the best solutions.
- Use training and resources to answer questions while adhering to scripts and policies.
- Maintain confidentiality and handle sensitive information appropriately.
- Escalate complex issues to the appropriate team members when necessary.
- Participate in training sessions and stay current on updates and procedures.
- Follow attendance and scheduling requirements consistently.
Candidate Qualifications
- Minimum age of 18 years.
- High school diploma or equivalent.
- Strong written and verbal communication skills.
- Typing speed of at least 20 words per minute.
- Basic proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
- Familiarity with Windows operating systems.
- Dependable and punctual with excellent time management.
- Problem‑solving and conflict‑resolution skills.
- Customer‑focused mindset with empathy and patience.
- Ability to multitask and work independently.
- Team‑oriented with a collaborative spirit.
- Comfortable in a dynamic, fast‑paced environment.
Conditions of Employment
- 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. Offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Offers are contingent on drug screening results.
- Job location may vary by program; conditions are subject to the position and location.
Compensation and Benefits
- Competitive starting compensation based on experience.
- Health insurance (HMO coverage and dependent).
- Dental coverage; in‑house dental assistance.
- Free meals during training.
- Career growth and learning opportunities.
- Award allowances for rice, clothing, laundry, and meals.
- Performance and loyalty bonuses.
- Employee shuttle services.
- Company retreats, off‑site events, and recognitions.
- Other in‑office rewards, raffles, and gifts.
Physical Requirements
The job operates in a professional office environment. Employees will largely be sedentary, sitting or standing for long periods while using a computer and telephone headset. The role requires operating a computer and office equipment, and occasional light lifting up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI policy is to provide reasonable accommodations when requested by a qualified applicant or employee unless such accommodations would cause undue hardship.
Diversity and Equality
MCI and its subsidiaries embrace differences and believe that diversity benefits employees, customers, and the community. All aspects of employment are based solely on a person’s merit and qualifications. The company maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI does not discriminate on the basis of age, ancestry, color, religion, gender identity, race, sexual orientation, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.
