Customer Service Representative

Overview

Customer Service Representative (Non-Voice) – Angeles City, PH. Full-Time. MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet client needs. 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 interactions are 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.

Key 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

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

Other Requirements and Conditions

• Must be authorized to work in the country where the job is based
• 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

Starting compensation is based on experience. A variety of benefits and incentives are provided to support and reward team members. Benefits may vary by geography.

Work Environment and EEO

This job operates in a professional office environment. Reasonable accommodations may be provided consistent with the Americans with Disabilities Act (ADA). MCI is an equal opportunity employer and does not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

Company Overview

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions and services across BPO, contact center, and IT services. The company operates globally with multiple subsidiaries and brands and supports 10,000+ employees and numerous client partners.

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