Customer Service Representative

Angeles City, PH

Full-Time

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'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 every interaction is 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.

• 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

• 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

• All MCI locations: 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.

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

• 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

Compensation & Benefits That Fit Your Life

MCI takes pride in tailoring offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography, but the core is 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

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 headset. The employee may occasionally move about the office to accomplish tasks and may exert force up to 40 pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations for qualified applicants or employees with disabilities. If accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees and customers. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories as required by local and federal law. MCI will not tolerate discrimination or harassment based on any protected characteristic. MCI is committed to equal opportunity and providing reasonable accommodations where required by law.

MCI helps customers take on CX and DX challenges, delivering industry-leading solutions for CX, DX, and IT services. MCI has multiple facilities globally and serves 10,000+ employees with 150+ North American client partners across various brands.