Contact Center Customer Service Representative

3 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
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.

Are you a friendly, reliable, and customer-focused individual looking to make a difference? Join our team as a Customer Service Representative, where you'll play a key role in delivering smooth, satisfying experiences for our clients. In this role, you'll handle customer inquiries, resolve issues efficiently, and represent some of the most respected brands with professionalism and care.

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
  • Handle inbound calls, emails, or chats from customers.
  • Provide accurate information about products, services, and billing.
  • Resolve customer complaints and escalate when necessary.
  • Maintain detailed records of customer interactions.
  • Follow company procedures and compliance guidelines.
  • Meet performance goals related to quality, efficiency, and customer satisfaction.
  • Participate in training and coaching to improve service delivery.
Qualifications
  • Must be 18 years or older
  • High school diploma or equivalent
  • 1+ years of customer service experience, preferably in a contact center
  • Strong communication and interpersonal skills
  • Ability to multitask and work in a fast-paced environment
  • Familiarity with CRM systems and call center tools
  • Fluent in English and Spanish
Location and Compliance
  • All MCI Locations: Must be authorized to work in the country where the job is based.
  • Subject to program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint; offers are contingent on results.
  • Must be willing to submit to drug screening (not applicable in Canada).
Compensation, Benefits, and Culture

At MCI, compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team members.

What you can expect from MCI includes a range of benefits such as health coverage, dental coverage, allowances, bonuses, training, career growth, and opportunities for advancement. Specific benefits vary by geography but share the core commitment to rewarding effort and supporting growth.

This job operates in a professional office environment. The typical duties require sitting or standing for long periods while using a computer and telephone headset, and may involve moving office equipment as needed.

Diversity, Equity, and Inclusion

We embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based on merit and qualifications. We provide reasonable accommodations where required by law.

MCI helps customers take on CX and DX challenges, delivering industry-leading solutions and a broad range of BPO and IT services. We encourage qualified applicants of all backgrounds to apply.

Disclaimers and Company Background

The above description provides a general overview and is not an exhaustive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise the job description at any time. This description is not a contract for employment, and either party may terminate employment at any time for any reason.


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