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**Company Overview**
MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of its clients. With a commitment to excellence and a focus on innovation, MCI has established itself as a trusted partner in the industry.
We are looking for call center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services.
The ideal candidate will be a natural problem solver who continuously strives to provide excellent customer service and extraordinary customer satisfaction.
Key Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Ensure first-call resolution through problem-solving and effective call handling.
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
- Accurately document and process customer claims in appropriate systems.
- Lead fact-finding discussions to determine the best options for the customer.
- Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
- Comply with requirements surrounding confidential information and personal information.
- Escalate customer issues to the appropriate staff and managers for resolution as needed.
- Attend meetings and training and review all new training material to stay up to date on program knowledge, systems, and processes.
- Adhere to all attendance and work schedule requirements.
