Inbound/Outbound Agents

Position

Agent - Full-Time

1 week ago Be among the first 25 applicants

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.

Responsibilities

• Receive inbound and outbound calls in a courteous, timely, and professional manner
• Listen, understand customer needs, and resolve any concerns
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete tasks
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer requests
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer concerns with the managerial team
• Ensure first call resolution through problem solving and effective call handling
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements
• Attend to other essential duties related to the position to meet the ongoing needs of the company

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• The ability to read and speak fluent English
• 6 months voice, email, and chat support call center experience handling US accounts
• Excellent organizational, written, and oral communication skills
• Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Ability to type swiftly and accurately (40+ words per minute with 95% accuracy)
• Grammar Assessment passing score > 85%
• Excellent comprehension skills score > 90%
• Knowledge of CRM platforms will be advantageous
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem solving and negotiation
• 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
• Highly reliable with the ability to maintain regular attendance and punctuality
• Flexibility to work in shifts, including weekends and holidays

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

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 Information

Compensation & Benefits That Fit Your Life: MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Benefits may vary by geography; the core commitment is to reward effort, provide growth opportunities, and create 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 may sit/stand for long periods while using a computer and telephone headset. May be required to move about the office and occasionally lift up to 40 pounds.

Reasonable Accommodation

Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless undue hardship would occur. Contact Human Resources for accommodation requests.

Diversity and Equality

We embrace differences and are committed to diversity and equal opportunity. All aspects of employment are based on merit and qualifications. MCI does not discriminate on age, race, gender identity, disability, or other protected characteristics. Qualified applicants with criminal histories will be considered where permitted by law.

About MCI

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions in CX, DX, BPO, staffing, IT services, and related areas. MCI operates globally with multiple brands and locations and employs 10,000+ people with 150+ client partners.

Disclaimer

The job description provides a general overview of the role and is not all-inclusive. Responsibilities may change, and employment is at-will. The employer reserves the right to revise the description.

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