Remote Call Center Representative

Overview

Remote Call Center Representative role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.

We're looking for enthusiastic Remote Call Center Representatives to support a range of inbound and outbound customer service initiatives for a diverse portfolio of well-known clients. In this role, you'll handle incoming inquiries, proactively reach out to existing customers, and promote new products and services while delivering exceptional service.

This is a fantastic 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.

What You'll Need

• A high-speed internet connection
• An 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.

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.

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

Compensation & Benefits

At MCI, compensation is based on experience. Our benefits and incentives are designed to be competitive and to support growth over time.

What You Can Expect From MCI

We offer benefits and incentives that go beyond a paycheck, including growth opportunities and a supportive work environment.

• HMO Coverage with dependents
• Dental coverage and in-house dental assistance
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry, and meals
• Performance and loyalty bonuses
• Employee shuttle services
• Company events and promotions
• Opportunities to develop social and professional skills

Physical Requirements

This job operates in a professional office environment. The employee may be required to sit/stand for long periods while using a computer and headset. May move or lift up to 40 pounds as needed to accomplish tasks.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to undergo Level II background and/or security investigation with fingerprint; offers contingent on results.
• Willing to submit to drug screening; offers contingent on results.

Reasonable Accommodation

We provide reasonable accommodations to qualified applicants or employees with disabilities as required by law. If needed, contact Human Resources.

Equal Opportunity Employer

We embrace differences and are committed to a diverse, discrimination-free workplace. All employment decisions are based on merit and qualifications. We do not discriminate on age, ancestry, color, national origin, physical or mental disability, or any other protected status. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

Position overview and statements are not a contract of employment and may be subject to change at any time.

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