Customer Service Representative

hace 4 semanas

Hermosillo, Sonora, México Mci Careers A tiempo completo

At MCI Careers, we are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for providing exceptional customer service and support to our clients through outbound sales calls.

As a Customer Service Representative, you will be the face of our company, interacting with hundreds of customers each week to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. You will need to be a confident, fully engaged team player who is dedicated to bringing a positive and enthusiastic outlook to work each day.

The ideal candidate will have excellent organizational, written, and oral communication skills, as well as the ability to type swiftly and accurately. You will also have a basic knowledge of Microsoft Office Suite and the ability to evaluate, troubleshoot, and follow-up on customer issues.

Responsibilities:

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services
  • Listen to customers, understand their needs, and resolve customer issues
  • Research systems to find missing information; coordinate with other departments to resolve issues as applicable
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer orders in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

Requirements:

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Basic understanding of Windows operating system
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem-solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred qualifications include one (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment, as well as state or federal work experience.

Conditions of employment include being authorized to work in their country of residence (The United States or Canada), being willing to submit up to a LEVEL II background and/or security investigation with a fingerprint, and being willing to submit to drug screening.

Physical requirements include working in a professional office environment, sitting/standing for long periods, and operating a computer and other office equipment.

Reasonable accommodation will be provided for qualified applicants or employees with a disability unless such accommodation would cause undue hardship.

MCI Careers is an equal opportunity employer and welcomes diversity and inclusion in the workplace.

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