Call Center Agent

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. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. We are looking for Call Center Agents to join our rapidly growing team. You will be responsible for handling inbound phone interactions with residential and business customers, managing the customer experience, and educating and up‑selling customers on products and services. Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job constantly. Both full‑time and part‑time options are available, with multiple shifts and scheduling options. Key Responsibilities Handle inbound and outbound contacts in a courteous, timely, and professional manner. Ensure first‑call resolution through problem‑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 managers for resolution as needed. Attend meetings and training and stay up‑to‑date on changes to the program, systems, and processes. Adhere to all attendance and work schedule requirements. Candidate Qualifications Must be 18 years of age or older. High school diploma or equivalent. Excellent organizational, written, and oral communication skills. Ability to type swiftly and accurately (20+ words a minute). Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Basic understanding of the Windows operating system. Highly reliable with the ability to maintain regular attendance and punctuality. Ability to evaluate, troubleshoot, and follow up on customer issues. An aptitude for conflict resolution, problem‑solving, and negotiation. Must be customer service oriented (empathetic, responsive, patient, and conscientious). 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 are prevalent. Excellent interpersonal skills and the ability to build relationships with your team and customers. Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment. State or Federal work experience. Compensation & Benefits 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 opportunities. Allowances for rice, clothing, laundry, and meals. Performance and loyalty bonuses. Frequent disinfection and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Social recognition gifts, raffles, and treats. Physical Requirements This job operates in a professional office environment. The role is largely sedentary and requires sitting/standing for long periods while using a computer and telephone headset. The employee will regularly operate a computer and office equipment, including a phone, copier, and printer. The employee may occasionally need to move around the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and exert force up to forty (40) pounds. Conditions of Employment 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. 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. 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. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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 and prohibits harassment. We consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment. We adhere to these principles in all aspects of employment and provide reasonable accommodations to qualified employees with protected disabilities. #J-18808-Ljbffr