Inbound Call Center Agent

Overview

Position Overview
MCI is a leading Business Process Outsourcing (BPO) company specializing 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 inbound call center agents to join our growing team. In this role, you will handle inbound calls, troubleshoot basic technical issues, build strong customer relationships, and fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. This is an excellent opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. Prior call center experience is not required; candidates experienced in customer service industries, such as servers, bartenders, and retail associates, are encouraged to apply

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 calls 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 review all new training material to stay current on program knowledge, 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
• The 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
• The 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 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

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 Details

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. May occasionally move about the office to accomplish tasks, reach in any direction, move objects, and exert up to forty (40) pounds.

Conditions of Employment

• All MCI Locations Must be authorized to work in the country where the job is based.
  • Must be willing to submit 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), MCI provides reasonable accommodations upon request by a qualified applicant or employee with a disability unless it would cause undue hardship. If needed, contact Human Resources.

Equal Opportunity Employer

All aspects of employment at MCI are based solely on merit and qualifications. MCI is an equal opportunity employer and maintains a work environment free from discrimination. See original policy for details. MCI 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, delivering industry-leading solutions and driving performance. MCI provides BPO, staff augmentation, contact center services, IT services, and related offerings. The company operates multiple brands and locations with a diverse team of 10,000+ employees.

The above description is a general overview and not an all-inclusive list of duties. The employer may revise this 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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