Blended Call Center Agent

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 representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. A Blended Call Center Agent is a customer service professional who handles customer inquiries, requests, and issues through various communication channels, including email, chat, inbound voice calls, and outbound voice calls. They provide exceptional service, resolve concerns, process orders, and maintain customer satisfaction. They are skilled in multitasking, possess strong communication abilities, and work in a fast-paced call center environment.

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.

Position Responsibilities

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. You will be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

• Handle inbound order entry and order status calls made by new and existing customers.
• Assist customers with queries via emails/chats and manage multiple customers simultaneously.
• Follow communication scripts when handling different topics.
• Identify customers\' needs, clarify information, research issues and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

Candidate Qualifications

Wonder if you are a good fit for this position?

All positive, and driven applicants are encouraged to apply. The ideal candidate for this position is highly motivated and dedicated and should possess the qualities below.

• At least 6 months voice call center experience handling US accounts.
• At least 6 months experience as an Email/Chat Support handling US accounts.
• Minimum typing speed of 40-50 wpm with 95% accuracy (faster preferred).
• Grammar assessment passing score > 32/40 (80%).
• Excellent comprehension skills with a perfect score of 15/15 (100%).
• Sales experience is a plus.
• Outstanding written and verbal communication skills, including email, chat, social media, and phone etiquette.
• Genuine care for customers & clients; customer focus and adaptability to different personality types.
• Ability to ask prying questions and diffuse tense situations.
• Knowledge of CRM platforms is a plus.
• Flexibility to work in shifts, including weekends and holidays.
• Passion for delivering exceptional customer service and ensuring customer satisfaction.

Requirements

• On-site Consultancy | San Fernando, Pampanga
• Seasonal Account | maximum 5 months renewable
• Full-time graveyard schedule that shifts
• Availability to work Monday to Friday, with occasional weekend work as needed
• Fixed rate (hourly)
• Not presently employed by another company

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 & Benefits Details

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

Compensation & Benefits That Fit Your Life

MCI takes pride in tailoring offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography, but the core commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

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 and will be required to sit/stand for long periods while using a computer and telephone headset. Regular use of a computer and office equipment is required, with occasional movement around the office as needed.

Reasonable Accommodation

It is the policy of MCI to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. If reasonable accommodation is needed, please contact Human Resources.

Diversity and Equality

We embrace differences and believe diversity benefits our employees, our company, our customers, and our community. All aspects of employment at MCI are based on merit and qualifications. We provide a work environment free from discrimination and ensure equal opportunity. We may consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI does not tolerate discrimination or harassment and adheres to these principles in all aspects of employment. We also provide reasonable accommodation for protected disabilities as required by law.

About MCI (Parent Company)

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions that drive performance. MCI provides BPO, staff augmentation, contact center services, IT services, and related offerings across multiple brands and locations. For background, MCI has received recognitions and operates numerous facilities globally.

Disclaimer

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

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