Inbound/Outbound Agents

Position Overview MCI is a fast‑growing tech‑enabled business services company with a global footprint that delivers Customer Experience (CX), Business Process Outsourcing (BPO) and Anything‑as‑a‑Service (XaaS) cloud solutions to industries such as healthcare, retail, government, technology and financial services. Agents work onsite or remotely and use advanced technologies to enhance customer journeys, drive scalability and reduce costs. Key Responsibilities Receive inbound and outbound calls in a courteous, timely, and professional manner. Listen, understand customer needs, and resolve any concerns. Research systems to find missing information and coordinate with other departments to resolve issues. Follow the processes of the Client program and perform all tasks in a courteous and professional manner. Utilize systems and technology to complete tasks. Follow all required scripts, policies, and procedures. Utilize knowledge base and training to accurately answer customer requests. Comply with requirements surrounding confidential and personal information. Appropriately escalated customer concerns to the managerial team. Ensure first call resolution through problem solving and effective call handling. Attend meetings and training and review new training material to stay up to date on program knowledge, systems, and processes. Adhere to all attendance and work schedule requirements. Attend to other essential duties related to the position to meet the ongoing needs of the company. Candidate Qualifications All positive, driven applicants are encouraged to apply. Ideal candidates are highly motivated, dedicated, and possess the following qualities: Must be 18 years of age or older. High school diploma or equivalent. Fluent English speaking and reading. 6 months voice, email, and chat support call center experience handling US accounts. Excellent organizational, written, and oral communication skills. Familiarity with a computer, Windows PC applications, and the ability to learn new and complex system applications. Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook). Typing speed 40+ words per minute with 95% accuracy. Grammar assessment score > 85%. Excellent comprehension score > 90%. Knowledge of CRM platforms advantageous. li>Ability to evaluate, troubleshoot, and follow up on customer issues. Conflict resolution, problem solving, and negotiation aptitude. Multi‑tasking, focus, and self‑management ability. Strong team orientation and customer focus. Thrives in a fast‑paced, change‑agile environment. Excellent interpersonal skills and relationship building. Highly reliable with regular attendance and punctuality. Flexibility to work shifts, including weekends and holidays. Compensation & Benefits That Fit Your Life MCI offers competitive compensation and benefits designed to reward effort, provide growth opportunities, and support team members. Core benefits include: Health Maintenance Organization (HMO) coverage with dependent options. Dental coverage. Free meal during training. Career growth and learning opportunities. Allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses. Employee shuttle services. Company retreats and off‑site events. Raffles, recognition gifts, and other in‑office rewards. Physical Requirements The job requires a largely sedentary professional office environment. Employees must sit/stand for long periods while using a computer and telephone headset, and may be required to move objects up to 40 pounds. Conditions of Employment Must be authorized to work in the country where the job is based. Must submit up to a Level II background and/or security investigation with a fingerprint; job offers contingent on background/security results. Must submit to drug screening; job offers contingent on drug screening results. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, 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 and one where employees are treated with dignity and respect. MCI does not discriminate based on 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. 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, and discipline. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested 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. #J-18808-Ljbffr