Customer Care Agent

Location: Midway

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of clients. With a commitment to excellence and a focus on innovation, MCI has become a trusted partner in the industry.

Job Type

Full‑time

Position Responsibilities

• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Recognize sales opportunity and apply sales skills to upgrade
• Explain and position the products and processes with customers
• Appropriately escalate customer dissatisfaction with managerial team
• Ensure first call resolution through problem solving and effective call handling

Candidate Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• 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

Conditions of Employment

All MCI Locations. Must be authorized to work in the country where the job is based. Must be willing to submit to Level II background & security investigation with fingerprint. Job offers contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers contingent on drug screening results.

Compensation & Benefits That Fit Your Life

We offer paid time off, incentives & rewards, health benefits, retirement savings, disability insurance, life insurance, supplemental insurance, career growth, paid training, a fun engaging work environment, and casual dress code.

Physical Requirements

Professional office environment. Sedentary with occasional standing. Requires use of computer, phone headset, copier, printer. Can move objects up to 40 lbs.

Reasonable Accommodation

ADA policy: provide reasonable accommodations on request.

Diversity & Equality

We embrace diversity and prohibit discrimination. All employees treated with dignity and respect. MCI will consider qualified applicants with criminal histories consistent with local and federal requirements.

About MCI

MCI helps customers take on their CX and DX challenges. We provide BPO, staff augmentation, contact center services, and IT services. MCI is a subsidiary of Marlowe Companies Inc. We operate globally.

Disclaimers

This job description is a general overview. It is not an employment contract, and either you or the employer may terminate employment at any time.

Seniority level

Entry level

Employment type

Full‑time

Job function

Customer Service

Industries

Consumer Services

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