Remote Customer Service Agent

Remote Customer Service Agent

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We're looking for enthusiastic Remote Customer Service Agent to support a range of customer service initiatives for a diverse portfolio of well-known clients. In this role, you'll assist customers with enquiries and provide excellent service. This is a wonderful opportunity to contribute to high-impact projects with some of the world's most iconic brands. If you're a natural problem solver who thrives on creating memorable customer experiences, we'd love to hear from you. Strong proficiency in English, both written and spoken is required.

Candidates must have prior call center experience and reside within 80km of our office.

You'll also need :

High-speed internet connection

Appropriate, quiet work environment

High language proficiency in English

Work-from-home experience

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

Key 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

Wonder if you are a good fit for this position? All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities :

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

All MCI Locations :

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

Subject to the program and location of the position :

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 Details

Want an employer that values your contribution?

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI :

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy :

HMO Coverage plus a dependent

Dental Coverage

Free meal during training

Career growth and learning

Allowances for rice, clothing, laundry and meals

Performance and loyalty bonuses

Frequent disinfection, fogging of workplace

Opportunities for growth and promotion

Employee shuttle services

Company retreats and off-site events

Sharpen your social skills while meeting awesome people and making new friends

Plus, more in-office rewards, raffles, recognition gifts, and treats!

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment 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 (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. 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, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About MCI (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida