Remote Call Center Representative

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're looking for enthusiastic Remote Call Center Representatives to support a range of inbound and outbound customer service initiatives for a diverse portfolio of well-known clients. In this role, you'll handle incoming inquiries, proactively reach out to existing customers, and promote new products and services all while delivering exceptional service. This is an opportunity to contribute to high-impact projects with some of the world's most iconic brands. Strong proficiency in English, both written and spoken, is required. Candidates must have prior call center experience and reside within 80km of our office.

You'll Also Need

• A high-speed internet connection
• An appropriate, quiet work environment
• High language proficiency in English
• Work-from-home experience

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Resolve customer issues on the first call through effective problem-solving.
• Research and retrieve information across systems to support customer needs.
• Accurately document interactions and process claims.
• Guide customers through options to find the best solutions.
• Follow scripts, policies, and procedures while using available resources.
• Protect customer privacy and handle sensitive information appropriately.
• Escalate complex issues to the appropriate team members.
• Stay current with training, updates, and program knowledge.
• Maintain consistent attendance and adhere to scheduling requirements.

Candidate Qualifications

Ideal candidates are highly motivated and dedicated. The following qualifications are preferred:

• Must be 18 years or older
• High school diploma or equivalent
• Previous call center experience
• Work-from-home experience
• Strong command of the English language
• Typing speed of 20+ WPM
• High-speed internet connection
• Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Skilled in troubleshooting and follow-up
• Able to multitask and self-manage effectively
• Excellent interpersonal skills

Compensation & Benefits

At MCI, compensation and benefits packages are designed to be competitive and to reward effort and growth. Starting compensation is based on experience, with various benefits and incentives to support and reward team members.

What you can expect from MCI include:

• HMO Coverage with a dependent
• Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage
• Dental Coverage with in-house dental assistance worth ₱5,000
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Disinfection and safety measures in the workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social engagement, recognition gifts, and incentives

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to subject to level II background and/or security investigation with fingerprint; offers contingent on results.
• Willing to submit to drug screening; offers contingent on results.

Reasonable Accommodation

MCI provides reasonable accommodation to qualified applicants or employees with disabilities where feasible. If accommodation is needed, please contact Human Resources.

Equal Opportunity Employer

MCI embraces differences and is committed to a diverse, equal opportunity work environment. All employment practices are based on merit and qualifications and do not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or any other protected characteristic. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment of any kind.

About MCI: MCI helps customers take on CX and DX challenges by delivering industry-leading solutions. The company provides BPO, staff augmentation, contact center services, IT services, and related offerings through a range of brands and locations.

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

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