Blended Contact Center Agent

Position Overview
MCI is a leading Business Process Outsourcing (BPO) company specializing 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 contact center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and upsell customers on new products and services. Experienced or entry-level candidates should be willing to learn on the job, have excellent communication skills, and be highly reliable.

Schedules vary by site and project. This is a full-time, on-site position. Prior contact center experience isn\'t required; candidates experienced in customer service industries, such as servers, bartenders, and retail associates, are encouraged to apply

• Support customers, handle requests, provide solutions
• Thoroughly learn clients\' products and services
• Maintain existing relationships with professionalism
• Utilize new systems for accurate account management
• Escalate customer dissatisfaction when necessary
• Resolve issues empathetically within the first interaction

In addition to becoming the best in the business, you must be confident, fully engaged, a team player, and dedicated. You are also responsible for every customer interaction, bringing a positive and enthusiastic outlook to work each day.

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of the Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• 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 team and customers

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 and workplace safety measures
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social engagement and recognition programs

Compensation & Benefits That Fit Your Life
MCI takes pride in tailoring offerings to fit the needs of our diverse team across locations. 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 telephone headset. The employee may occasionally move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects, hold onto objects, and move or exert force up to forty (40) pounds.

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.

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.

Equal Opportunity Employer

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 solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI does not discriminate or harass on the basis of any protected characteristic.

About Mci (parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions. MCI is the holding company for a diverse lineup of tech-enabled business services, including BPM, BPO, IT services, and more. MCI employs 10,000+ and works with 150+ North American client partners across multiple brands.

The purpose of this job description is to provide a general overview of the role. It is not all-inclusive. You may be asked to perform other duties. The employer reserves the right to revise this job description at any time. This is not an employment contract, and either party may terminate employment at any time for any reason.