Position Overview
MCI is a fast‑growing tech‑enabled business services company 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 to industries such as healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services.
Job Title
Customer Service Agent
Location
Must reside within 80km of our office.
You’ll Also Need
- A high‑speed internet connection
- An appropriate, quiet work environment
- High language proficiency in English
- Work‑from‑home experience
Key Responsibilities
- Handle inbound and outbound calls professionally and efficiently.
- Resolve customer issues on the first call through effective problem‑solving.
- Research and retrieve information across systems to support customer needs.
- Accurately document interactions and process claims.
- Guide customers through options to find the best solutions.
- Follow scripts, policies, and procedures while using available resources.
- Protect customer privacy and handle sensitive information appropriately.
- Escalate complex issues to the appropriate team members.
- Stay current with training, updates, and program knowledge.
- Maintain consistent attendance and adhere to scheduling requirements.
Candidate Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Previous call center experience
- Work from home experience
- Strong command of the English language
- Typing speed of 20+ WPM
- High speed internet connection
- Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Skilled in troubleshooting and follow‑up
- Able to multitask and self‑manage effectively
- Excellent interpersonal skills
- Strong proficiency in English, both written and spoken (required)
Compensation & Benefits
- Competitive starting compensation based on experience
- Health‑Mediated (HMO) coverage and dependent coverage
- Dental coverage
- Free meal during training
- Career growth and learning opportunities
- Allowances for rice, clothing, laundry and meals
- Performance and loyalty bonuses
- Frequent disinfection and fogging of workplace
- Opportunities for growth and promotion
- Employee shuttle services
- Company retreats and off‑site events
- In‑office rewards, raffles, recognition gifts, and treats
Physical Requirements
The job operates in a professional office environment. Employees will be largely sedentary, sitting/standing for long periods while using a computer and telephone headset. Routine use of computer and office equipment is required. Occasional moving about the office and handling objects up to 40 pounds may be necessary.
Conditions of Employment
- Must be authorized to work in the country where the job is based.
- Must submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on results.
- Must submit to drug screening; job offers are contingent on results.
Reasonable Accommodation
It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
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