Customer Service Agent

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 Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world.

There are a wide variety of project openings available. Schedules vary by site and program; however we can usually find something that works for everyone. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management. Candidates should be highly reliable, have great communication skills, and be willing to constantly learn on the job.

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 and make outbound sales inquiries using state-of-the-art contact center technology and customer experience methodology.
• Be a highly trained expert on products, technology, and business processes; work on behalf of recognizable brands.
• Interact with customers to resolve support issues, sell new products and services, and ensure best-in-class customer experience.
• Listen to and resolve customer issues; utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade customers.
• Explain and position products and processes when interacting with customers.
• Escalate customer dissatisfaction appropriately; aim for first call resolution through problem solving and effective call handling.

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• 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 ability to build relationships with team and customers

Compensation & Benefits

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

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

What You Can Expect From MCI

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 with in-house dental assistance worth ₱5,000
• Free meals during training
• Career growth and learning; Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses; Employee shuttle services
• Frequent disinfection and safety measures; Company retreats and off-site events
• Opportunities for growth and promotion
• Sharpen your social skills while meeting people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Compensation & Benefits That Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our 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. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects, and move or exert force up to forty (40) pounds.

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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About Mci (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA. MCI has ten BPO facilities in multiple locations and serves 150+ client partners. The company emphasizes modernization through digitalization and offers a range of tech-enabled services.

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

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