
Customer Service Representative
3 weeks ago
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, 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
- A properly 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
- 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
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, giving you easier access to quality care
- 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
- 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.
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 EmployerAt 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. MCI has ten business process outsourcing service delivery facilities across multiple regions. The company continually grows and evolves to meet client needs.
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 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 on your performance of the tasks listed in this job description.
The employer reserves the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
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