Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI 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, industry-leading organization.
We’re looking for skilled and motivated Customer Service Representatives (Non-Voice) to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll provide assistance via email and chat channels, ensuring every interaction is handled with professionalism, empathy, and efficiency.
If you have strong communication skills, thrive in a fast-paced environment, and enjoy helping customers, we want to hear from you!
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
* Respond to customers via email and chat in a courteous, timely, and professional manner
* Understand customer needs, resolve inquiries, and ensure first-contact resolution whenever possible
* Research systems to retrieve or update information, collaborating with other departments as needed
* Follow client processes, scripts, and policies while maintaining a professional and customer-focused approach
* Use training resources and knowledge bases to provide accurate responses
* Handle and protect confidential and sensitive information appropriately
* Escalate complex issues to supervisors or managers when required
* Attend training sessions and review updates to stay current on program knowledge and system changes
* Consistently meet attendance, schedule, and performance expectations
Candidate Qualifications
* 18 years or older with a high school diploma or equivalent
* Strong English reading, writing, and communication skills
* Minimum of 6 months of email/chat customer support experience (US accounts preferred)
* Typing speed of 40+ WPM with 95% accuracy
* Excellent comprehension and grammar (assessment scores >90%)
* Proficiency with Windows applications and the ability to quickly learn new systems
* Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
* Familiarity with CRM platforms (a plus)
* Strong problem-solving, conflict resolution, and troubleshooting skills
* Ability to multi-task, stay focused, and self-manage in a fast-paced environment
* Team-oriented, customer-focused, and empathetic
* Reliable and punctual with the ability to maintain a consistent schedule
* Flexibility to work shifts, weekends, and holidays
Conditions of Employment
* All MCI Locations — Must be authorized to work in the country where the job is based
* Subject to the program and location of the position
* 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 & Benefits
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What you can expect from MCI includes a range of health coverage, dental benefits, training and career growth opportunities, allowances, bonuses, and other in-office rewards. Specific benefits may vary by geography.
Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally move about the office to accomplish tasks and may lift up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations upon request by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.
Diversity and Equality
We embrace differences and are committed to a diverse and equal-opportunity work environment. MCI does not discriminate based on age, ancestry, color, gender identity or expression, genetic information, national origin, disability, or other protected characteristics. Qualified applicants with criminal histories will be considered consistent with applicable laws.
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