Remote Customer Service Agent

Position Overview

MCI is one of the fastest-growing tech‑enabled business services companies 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 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.

We’re looking for enthusiastic Remote Customer Service Agent to support a range of customer service initiatives for a diverse portfolio of well‑known clients. In this role, you’ll assist customers with enquiries and provide excellent service. Candidates must have prior call center experience and reside within 80 km of our office. Strong proficiency in English, both written and spoken, is required.

• A high‑speed internet connection
• An appropriate, quiet work environment
• High language proficiency in English
• Work‑from‑home experience

• 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.

• 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.
• Familiarity with Windows operating systems.
• Skilled in troubleshooting and follow‑up.
• Able to multitask and self‑manage effectively.
• Excellent interpersonal skills.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

• Competitive hourly pay.
• Health, dental, and vision coverage (depending on location).
• Employee discounts and allowances for rice, clothing, laundry, and meals.
• Performance and loyalty bonuses.
• Employee shuttle services.
• Company retreats and off‑site events.
• Multiple opportunities for growth and promotion.

This job operates in a professional office environment. The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally move around the office, reach in any direction, raise or lower objects, and move or exert force up to forty (40) pounds.

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 applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.

At MCI, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. We maintain a work environment free from discrimination and provide reasonable accommodation to qualified individuals with disabilities. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI does not discriminate on the basis of protected characteristics and will not tolerate discrimination or harassment.

MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. By providing general and specialized hosting, software, staff, and services, MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services.