Position Overview
MCI is a tech‑enabled business services company that provides Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions. We are seeking Call Center Representatives to support inbound and outbound customer service initiatives for a diverse portfolio of well‑known clients. The role involves handling incoming inquiries, proactively contacting existing customers, and promoting new products and services while delivering exceptional service. Candidates must have prior call center experience and reside within 80 km of our office. A high‑speed internet connection, a quiet work environment, and work‑from‑home experience are required.
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.
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+ words per minute.
* 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.
Compensation and Benefits
* Competitive base salary based on experience.
* Health insurance coverage (HMO) for employees and dependents.
* Dental coverage with in‑house assistance.
* 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.
* Recognition gifts and raffles.
Physical Requirements
The job operates in a professional office environment. The employee will be largely sedentary and will be required to sit or stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office, reach in any direction, raise or lower objects, and move objects from place to place. The employee may have to lift or exert force up to 40 pounds.
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 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.
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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. 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. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
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