Representante de Centro de Llamadas

MCI; Puerto Peñasco; On-site; MXN 134,000 - 201,000; Full time

Job summary

MCI is seeking a customer service specialist in Puerto Peñasco, Sonora to handle inbound and outbound calls, support customer service, technical support, and sales interactions. You will interact with hundreds of customers weekly to resolve issues, sell products, and ensure a best-in-class experience.

Join a team dedicated to growth and professional development, with emphasis on reliability, communication, and adaptability in a fast-paced environment.

Qualifications

• Excellent organizational, written, and oral communication skills.
• Typing swiftly and accurately (20+ words per minute).
• Basic understanding of Windows operating system.
• Reliable with regular attendance and punctuality.
• Aptitude for conflict resolution and problem-solving.
• Ability to multi-task and stay focused in a fast-paced environment.
• Strong team orientation and customer focus.
• Ability to adapt to changing processes.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Research systems to find missing information and coordinate with other departments.
• Accurately document and process customer claims in appropriate systems.
• Lead fact-finding discussions to determine the best options for the customer.
• Use knowledge base and training to answer questions following scripts and policies.
• Escalate issues to staff or management when needed.
• Attend meetings and training to stay updated on knowledge and processes.
• Adhere to attendance and work schedule requirements.

Skills

Communication skills

Typing 20+ wpm

Windows OS basics

Reliability/attendance

Conflict resolution

Multi-tasking

Team orientation

Adaptability

Job description

LOCATION

Puerto Peñasco, SO

POSITION OVERVIEW

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.

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

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POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problems 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 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

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:

• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• An aptitude for conflict resolution, problem-solving, and negotiation
• 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 custom

POSITION OVERVIEW

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.

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

--------------

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problems 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 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

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:

• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• An aptitude for conflict resolution, problem-solving, and negotiation
• 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 custom

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, we believe that your hard work deserves recognition and reward. 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:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your LifeMCI 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.

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

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

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, anddiscipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.