Call Center Agent

Overview

Angeles City, PH

Type: Full-Time, Hourly

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of our clients. We are looking for call center agents in the area to join our growing team. You will handle inbound phone interactions with residential and business customers, manage the customer experience, and educate and up-sell customers on products and services.

Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job. Both full-time and part-time options are available, with multiple shifts and scheduling options.

Note: 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.

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.

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 per 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
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with team and customers

Preferred (Not Required)

• One 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

Employee Expectations & Compliance

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

Compensation & Benefits

We offer competitive compensation and a range of benefits and incentives. Starting compensation is based on experience. Benefits may vary by geography but are designed to support growth and recognize contributions.

Work Environment & Compliance Statement

This job operates in a professional office environment. The role is largely sedentary, with computer and telephone headset use. Reasonable accommodations may be provided to qualified applicants under applicable laws. MCI maintains a work environment free from discrimination and is committed to equal opportunity.

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