Customer Service Agent

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process‑related inquiries, and professionally represent some of the most recognizable brands in the world.

This is a wonderful opportunity to start your career here. With industry‑leading training, you will have many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management. Candidates should be highly reliable, have great communication skills, and willing to constantly learn on the job.

In this role, you will be responsible for handling inbound calls and making outbound sales inquiries using state‑of‑the‑art contact center technology and customer experience methodology. As a highly trained expert on products, technology, and business process you will work on behalf of some of the most recognized brands in the world. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure best‑in‑class customer experience.

In addition, our entry‑level sales representatives are responsible for the following tasks.

Key Responsibilities:

• Listen to and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade customers.
• Explain and position products and processes when interacting with customers.
• Appropriately escalates customer dissatisfaction.
• Ensure first call resolution through problem solving and effective call handling.

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated, dedicated and should possess the following qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow‑up on customer issues.
• An aptitude for conflict resolution, problem solving and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused and self‑manage.
• Strong team orientation and customer focus.
• The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. 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:

• Annual Leave
  :
  Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits
  :
  After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth
  :
  We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training
  :
  Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment
  :
  Join a collaborative, team‑oriented culture that…