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customer service representative

4 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
Overview

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 are seeking a highly skilled and motivated customer service representative to join our team and provide outstanding customer support to our offshore clients. The successful candidate will attend to inbound/outbound calls, and provide support through various channels like phone, email, and chat services. Must be customer service oriented (empathetic, responsive, patient, and conscientious).

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
  • 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 as applicable
  • 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)
  • The ability to type swiftly and accurately (40+ words a 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
  • An aptitude for conflict resolution, problem solving and negotiation
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The 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
  • Dental Coverage
  • 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 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 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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI 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.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based on merit and qualifications. MCI maintains a work environment free from discrimination, and all employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate on age, ancestry, color, family or medical 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, or any other characteristic protected by law. 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.

About MCI (parent Company)

MCI helps customers take on their CX and DX challenges differently, providing general and specialized hosting, software, staff, and services. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI now employs 10,000+ individuals with 150+ diverse North American client partners across multiple brands.

Disclaimer

The purpose of the above job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications required. The employer may revise this 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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