Mass Markets · 3 hours ago
Customer Service Representative (Voice)
LA Metro Area
Full-time
Onsite
New Grad, Entry Level
0+ years expMCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX) and Business Process Outsourcing (BPO) solutions. The Customer Service Representative (Voice) role involves managing inbound and outbound calls, providing exceptional support to customers with professionalism and efficiency.
ConsultingInformation Technology
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
Qualification
Required
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)
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
Must be authorized to work in the country where the job is based
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
Must be willing to submit to drug screening
Preferred
Knowledge of CRM platforms (a plus)
Benefits
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!
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase