Customer Service Representative (Voice)
Mass Markets, Los Angeles, California, United States, 90079
Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across 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 a globally expanding organization. We’re looking for a
skilled and motivated Customer Service Representative (Voice)
to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll manage inbound and outbound calls with professionalism, empathy, and efficiency. If you have strong communication skills, thrive in a fast-paced environment, and enjoy solving problems, this is the opportunity for you! To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities
Handle inbound and outbound calls in a courteous, timely, and professional manner Listen actively to understand customer needs and provide effective solutions Research systems to locate or update information; collaborate with other departments when needed Follow all client processes, scripts, policies, and procedures with accuracy Use knowledge base and training resources to resolve customer inquiries effectively Ensure first-call resolution through troubleshooting and problem-solving Accurately document and process customer interactions Handle sensitive customer data with discretion and confidentiality Escalate complex concerns to supervisors or managers when appropriate Stay up to date by attending meetings, training sessions, and reviewing new materials Consistently meet attendance, scheduling, and performance expectations Candidate Qualifications
High school diploma or equivalent Strong English communication skills (oral and written) Minimum of 6 months call center experience (voice, email, or chat support with US accounts) Typing speed of 40+ WPM with 95% accuracy Grammar assessment score 85%+ and comprehension score 90%+ Proficiency with Windows PC applications and ability to quickly learn new systems Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Knowledge of CRM platforms (a plus) Strong skills in troubleshooting, conflict resolution, and negotiation Ability to multi-task, self-manage, and stay focused under pressure Team-oriented, empathetic, and customer-focused mindset Highly reliable with consistent attendance and punctuality Flexibility to work shifts, weekends, and holidays Compensation & Benefits
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 offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: HMO Coverage plus a dependent Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage Dental Coverage; in-house dental assistance worth ₱5,000 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 Plus, more in-office rewards, raffles, recognition gifts, and treats Compensation & Benefits That Fit Your Life
MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Benefits may vary by geography, but the core commitment remains: 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. 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 may occasionally move about the office to accomplish tasks; reach in any direction; move objects up to forty (40) pounds. 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. Drug screening may be required. Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations unless such accommodations would cause undue hardship. If accommodations are needed, please contact Human Resources. Equal Opportunity Employer
All aspects of employment at MCI are based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI is committed to a diverse and inclusive workplace. About Mci (parent Company): MCI helps customers address CX and DX challenges by delivering industry-leading solutions across BPO, contact center services, and IT services. MCI has ten BPO facilities and 10,000+ employees across multiple locations and brands. The above description provides a general overview and is not an exhaustive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this job description at any time. This description is not an employment contract and may be terminated by either party at any time for any reason.
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MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across 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 a globally expanding organization. We’re looking for a
skilled and motivated Customer Service Representative (Voice)
to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll manage inbound and outbound calls with professionalism, empathy, and efficiency. If you have strong communication skills, thrive in a fast-paced environment, and enjoy solving problems, this is the opportunity for you! To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities
Handle inbound and outbound calls in a courteous, timely, and professional manner Listen actively to understand customer needs and provide effective solutions Research systems to locate or update information; collaborate with other departments when needed Follow all client processes, scripts, policies, and procedures with accuracy Use knowledge base and training resources to resolve customer inquiries effectively Ensure first-call resolution through troubleshooting and problem-solving Accurately document and process customer interactions Handle sensitive customer data with discretion and confidentiality Escalate complex concerns to supervisors or managers when appropriate Stay up to date by attending meetings, training sessions, and reviewing new materials Consistently meet attendance, scheduling, and performance expectations Candidate Qualifications
High school diploma or equivalent Strong English communication skills (oral and written) Minimum of 6 months call center experience (voice, email, or chat support with US accounts) Typing speed of 40+ WPM with 95% accuracy Grammar assessment score 85%+ and comprehension score 90%+ Proficiency with Windows PC applications and ability to quickly learn new systems Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Knowledge of CRM platforms (a plus) Strong skills in troubleshooting, conflict resolution, and negotiation Ability to multi-task, self-manage, and stay focused under pressure Team-oriented, empathetic, and customer-focused mindset Highly reliable with consistent attendance and punctuality Flexibility to work shifts, weekends, and holidays Compensation & Benefits
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 offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: HMO Coverage plus a dependent Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage Dental Coverage; in-house dental assistance worth ₱5,000 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 Plus, more in-office rewards, raffles, recognition gifts, and treats Compensation & Benefits That Fit Your Life
MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Benefits may vary by geography, but the core commitment remains: 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. 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 may occasionally move about the office to accomplish tasks; reach in any direction; move objects up to forty (40) pounds. 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. Drug screening may be required. Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations unless such accommodations would cause undue hardship. If accommodations are needed, please contact Human Resources. Equal Opportunity Employer
All aspects of employment at MCI are based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or sexual orientation. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI is committed to a diverse and inclusive workplace. About Mci (parent Company): MCI helps customers address CX and DX challenges by delivering industry-leading solutions across BPO, contact center services, and IT services. MCI has ten BPO facilities and 10,000+ employees across multiple locations and brands. The above description provides a general overview and is not an exhaustive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this job description at any time. This description is not an employment contract and may be terminated by either party at any time for any reason.
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