Remote Customer Service Agent – Mass Markets
This role is fully remote and supports a diverse portfolio of well‑known clients across various industries. The successful candidate will provide high‑quality customer service, resolve issues efficiently, and ensure accurate record‑keeping.
Position Overview
Mass Markets, a leading business‑process‑outsourcing and contact‑center provider, delivers Customer Experience (CX), Business Process Outsourcing (BPO), and cloud‑based technology solutions globally. We operate in healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services, leveraging advanced technology and a global footprint.
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.
- Maintain consistent attendance and adhere to scheduling requirements.
- Stay current with training, updates, and program knowledge.
Candidate Qualifications
- Must be 18 years or older.
- High school diploma or equivalent.
- Previous call centre experience (remote preferred).
- Work‑from‑home experience.
- Strong command of the English language; high language proficiency and typing speed of 20+ WPM.
- 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.
Compensation & Benefits
Competitive starting salary (experience‑based). Benefits include HMO health coverage, dental coverage, performance bonuses, and various allowances (rice, clothing, laundry, meals). Employees receive training, career growth opportunities, allowance for work‑from‑home equipment, and participation in company events and retreats.
Physical Requirements
Primarily a sedentary role requiring sitting/standing for long periods while using a computer and telephone headset. Ability to move objects up to 40 lbs and perform standard office tasks as required.
Conditions of Employment
Must be authorized to work in the country where the job is based. Willingness to undergo a Level II background and security investigation with a fingerprint, and drug screening, as part of the hiring process.
Reasonable Accommodation
MCI provides reasonable accommodation for qualified applicants and employees with disabilities, unless it would cause undue hardship.
Equal Prospect Employer
At MCI and its subsidiaries, we embrace differences and are committed to diversity, equity, and inclusion. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination and harassment.
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