Blended Call Center Agent

Pampanga, PH

JOB TYPE: Full-Time

PAY TYPES: Salary

APPLICATION DETAILS: No Resume Required, On-site Interview

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.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

1. Handle inbound order entry and order status calls made by new and existing customers.
2. Assist customers with queries via Emails/Chats and deal with multiple customers at the same time.
3. Follow communication scripts when handling different topics.
4. Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives.
5. Seize opportunities to upsell products when they arise.
6. Build sustainable relationships and engage customers by taking the extra mile.
7. Keep records of all conversations in our call center database in a comprehensible way.
8. 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 candidates for this position are highly motivated and dedicated and should possess the below qualities:

1. At least 6 months voice call center experience handling US accounts.
2. At least 6 months experience as an Email/Chat Support handling US accounts.
3. Min Typing Speed of 40-50wpm with 95% accuracy (faster preferred).
4. Grammar Assessment passing score > 32/40 (80%).
5. Excellent comprehension skills with a perfect score of 15/15 (100%) on the comprehension exam.
6. Experience in sales is a plus.
7. Outstanding written and verbal communication skills, great email, chat, social media, phone etiquette.
8. Genuine care for customers & clients.
9. Customer focus and adaptability to different personality types.
10. Ability to ask prying questions and diffuse tense situations.
11. Knowledge of CRM platforms is a plus.
12. Flexibility to work in shifts, including weekends and holidays.
13. Passion for delivering exceptional customer service and ensuring customer satisfaction.

Requirements:

1. On-site Consultancy | San Fernando, Pampanga.
2. Seasonal Account | maximum 5 months renewable.
3. Full-time graveyard schedule that shifts.
4. The candidate should be available to work Monday to Friday, with occasional weekend work as needed.
5. Fixed rate (hourly).
6. Not presently employed by another company.

CONDITIONS OF EMPLOYMENT:

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

Subject to the program and location of the position:

1. 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.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation Details:WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. 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:

1. Paid Time Off: Earn PTO and paid holidays to take the time you need.
2. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars
3. Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
4. Retirement Savings: Secure your future with retirement savings programs, where available.
5. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance: Access life insurance options to safeguard your loved ones.
7. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training: Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code: Be comfortable while you work.

Physical Requirements: This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.
REASONABLE ACCOMMODATION: It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.
DIVERSITY AND EQUALITY: At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
DISCLAIMER: The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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