Call Center Agent

Full‑Time Position Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. There are a variety of government program openings as well as some of the most recognizable brands in the world. 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. What does someone in this role actually do? 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. 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 manager for resolution as needed. Attend meetings and training and review all new training material to stay up-to-date on program knowledge, 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. The ability to type swiftly and accurately (20+ words a minute). Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). Basic understanding of Windows operating system. Highly reliable with the ability to maintain regular attendance and punctuality. The 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 present. 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. 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. Compensation and 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 rewards, raffles, recognition gifts, and treats. Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. 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 exert force up to forty (40) pounds. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy 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. Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. #J-18808-Ljbffr