Remote Customer Service Agent

4 weeks ago

Cavite City, Calabarzon, Philippines Mass Markets Full time
Overview

Remote Customer Service Agent role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet clients' needs. We are looking for enthusiastic agents to support a range of customer service initiatives for a diverse portfolio of well-known clients. You'll assist customers with inquiries and provide excellent service. Strong proficiency in English, both written and spoken, is required.

Position Details

Location: Remote (work-from-home). Candidates must have prior call center experience and reside within 80km of our office.

Responsibilities
  • Handle inbound and outbound calls professionally and efficiently.
  • Resolve customer issues on the first call through effective problem-solving.
  • Research and retrieve information across systems to support customer needs.
  • Accurately document interactions and process claims.
  • Guide customers through options to find the best solutions.
  • Follow scripts, policies, and procedures while using available resources.
  • Protect customer privacy and handle sensitive information appropriately.
  • Escalate complex issues to the appropriate team members.
  • Stay current with training, updates, and program knowledge.
  • Maintain consistent attendance and adhere to scheduling requirements.
Qualifications
  • Must be 18 years or older
  • High school diploma or equivalent
  • Previous call center experience
  • Work-from-home experience
  • Strong command of the English language
  • Typing speed of 20+ WPM
  • High-speed internet connection
  • Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Familiarity with Windows operating systems
  • Good troubleshooting and follow-up skills
  • Able to multitask and self-manage effectively
  • Excellent interpersonal skills
Compensation & Benefits

Compensation is based on experience. The role offers a range of benefits and incentives to support and reward team members.

  • HMO coverage and dependent coverage
  • Dental coverage and in-house dental assistance
  • Meal during training, career growth opportunities, and allowances
  • Performance and loyalty bonuses
  • Employee shuttle services and company events
Additional Information

This job description provides a general overview of the role and is not an all-inclusive list of duties. The employer reserves the right to revise the description at any time. This is not a contract of employment, and either party may terminate employment at any time.

Equal Opportunity

Mass Markets and its affiliates are equal opportunity employers. All employment decisions are based on merit, qualifications, and business needs. We prohibit discrimination and harassment of any kind.


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