Customer Service Representative

hace 23 horas

Sonora, México Mci A tiempo completo

About MCI

MCI helps customers deliver exceptional experiences and drive optimal performance by providing business process outsourcing, staff augmentation, contact center customer services, and IT Services. With a diverse lineup of tech-enabled business services operating companies, MCI supports mid-market, Federal & enterprise partners across various industries.

Job Overview

We are seeking highly motivated and dedicated Customer Service Representatives to support a variety of projects in customer service and sales. In this role, you will handle incoming calls, make outbound calls to existing clients to assist with customer inquiries, and offer new products and services.

Responsibilities:

  • Manage inbound and outbound contacts in a courteous, timely, and professional manner.
  • Ensure first-call resolution through problem-solving and effective call handling.
  • Investigate systems for missing information as needed; coordinate with other departments to resolve issues when necessary.
  • Document client complaints accurately and process them in the relevant systems.
  • Lead research discussions to determine the best options for clients.
  • Utilize knowledge bases and training to answer customer inquiries precisely, following all guidelines, policies, and procedures required.
  • Come up with solutions to problems raised by customers and escalate them to the right personnel or supervisors for resolution when necessary.
  • Attend meetings and training sessions and review all new training materials to stay updated on changes in the program's knowledge base, systems, and processes.
  • Comply with attendance and work schedule requirements.

Requirements:

  • You must be 18 years old or older.
  • A high school diploma or equivalent is required.
  • Excellent organizational, written, and verbal communication skills are essential.
  • The ability to write quickly and accurately (more than 20 words per minute).
  • Basics of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) are a must.
  • A basic understanding of the Windows operating system.
  • High reliability, with the capacity to maintain regular attendance and punctuality.
  • The ability to evaluate, solve problems, and follow up on customer complaints.
  • Aptitude for conflict resolution, problem-solving, and negotiation.
  • A customer service orientation (empathetic, receptive, patient, and meticulous).
  • The ability to multitask, stay focused, and self-manage.
  • A strong team-oriented work environment and a focus on customer satisfaction.
  • The capacity to thrive in a fast-paced environment where change and ambiguity prevail.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.
  • The capacity to read and speak English fluently.

Compensation Details

We offer competitive compensation packages, opportunities for professional growth, and a collaborative work environment that values diversity and inclusion. We pay an estimated $12-$15/hour based on experience and qualifications.

Physical Requirements

This job takes place in a professional office setting. While performing the functions of this job, the employee will be mostly sedentary and will be required to sit/stand for long periods while using a computer and phone headset. The employee will operate regularly a computer and other office equipment, including a telephone, copier, and printer. Occasionally, the employee may need to move around the office to complete tasks; reach in any direction; lift or lower objects, move objects from one place to another, grasp objects, and move or apply force of up to forty (40) pounds.

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