Job Details

POSITION OVERVIEW
MCI is a fast‑growing business services company with a strong call center footprint across multiple countries. We deliver Customer Experience (CX) , Business Process Outsourcing (BPO) , and Anything‑as‑a‑Service (XaaS) through remote and on‑site agents. We are hiring a Remote Customer Service Agent to support a diverse portfolio of well‑known clients and provide excellent service to customers. The role requires strong written and spoken English and prior call center experience. Candidates must reside within 80 km of MCI's office, have a high‑speed internet connection and a quiet, dedicated work environment.

POSITION RESPONSIBILITIES

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.

CANDIDATE QUALIFICATIONS

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 (Word, Excel, Outlook, PowerPoint).

Familiarity with Windows operating systems.

Skilled in troubleshooting and follow‑up.

Able to multitask and self‑manage effectively.

Excellent interpersonal skills.

CONDITIONS OF EMPLOYMENT

Must be authorized to work in the country where the job is based.

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

Competitive starting compensation based on experience.

Health insurance with HMO coverage plus a dependent.

Dental coverage with in‑house assistance.

Free meals during training.

Performance and loyalty bonuses.

Allowances for rice, clothing, laundry, and meals.

Employee shuttle services.

Company retreats and off‑site events.

PHYSICAL REQUIREMENTS
This job is largely sedentary. The employee will sit/stand for long periods while using a computer and telephone headset. The employee may occasionally need to move about the office, reach, lift or carry up to forty (40) pounds.

REASONABLE ACCOMMODATION
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. If reasonable accommodation is needed, please contact Human Resources.

DIVERSITY AND EQUALITY
MCI embraces differences and is committed to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of 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, sexual orientation, or any other characteristic protected by applicable laws and regulations. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

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