Customer Service Representatives

Overview

Full-Time

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're looking for skilled and motivated Customer Service Representatives (Non-Voice) to join our growing team and deliver exceptional support to our offshore clients. In this role, you'll provide assistance via email and chat channels, ensuring every interaction is handled with professionalism, empathy, and efficiency.

If you have strong communication skills, thrive in a fast-paced environment, and enjoy helping customers, we want to hear from you

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Respond to customers via email and chat in a courteous, timely, and professional manner
• Understand customer needs, resolve inquiries, and ensure first-contact resolution whenever possible
• Research systems to retrieve or update information, collaborating with other departments as needed
• Follow client processes, scripts, and policies while maintaining a professional and customer-focused approach
• Use training resources and knowledge bases to provide accurate responses
• Handle and protect confidential and sensitive information appropriately
• Escalate complex issues to supervisors or managers when required
• Attend training sessions and review updates to stay current on program knowledge and system changes
• Consistently meet attendance, schedule, and performance expectations

Candidate Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The position is about building relationships and turning the knowledge gained during your training into customer wins. All positive, driven, and confident applicants are encouraged to apply. The ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• 18 years or older with a high school diploma or equivalent
• Strong English reading, writing, and communication skills
• Minimum of 6 months of email/chat customer support experience (US accounts preferred)
• Typing speed of 40+ WPM with 95% accuracy
• Excellent comprehension and grammar (assessment scores >90%)
• Proficiency with Windows applications and ability to quickly learn new systems
• Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Familiarity with CRM platforms (a plus)
• Strong problem-solving, conflict resolution, and troubleshooting skills
• Ability to multi-task, stay focused, and self-manage in a fast-paced environment
• Team-oriented, customer-focused, and empathetic
• Reliable and punctual with the ability to maintain a consistent schedule
• Flexibility to work shifts, weekends, and holidays

Conditions of Employment

• All MCI Locations – Must be authorized to work in the country where the job is based
• Subject to the program and location of the position
  • 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

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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
• 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
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Additional Information

Compensation and benefits may vary by geography. If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary, sitting/standing for long periods while using a computer and headset. The employee may occasionally move about the office to accomplish tasks and may lift up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations upon request by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. Please contact Human Resources for accommodation requests.

Diversity and Equality

We embrace differences and are committed to a diverse and equal-opportunity work environment. All aspects of employment are based on merit and qualifications. MCI does not discriminate and complies with applicable laws and regulations. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

About MCI (Parent Company)

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions and services across BPO,IT Services, and related fields. MCI employs 10,000+ individuals with 150+ client partners across several brands and locations.

Disclaimer

The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer may revise this description at any time. This is not an employment contract, and either party may terminate employment at any time for any reason.

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