customer service representative

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 are 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. The role is 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.

Position Responsibilities

• Receive inbound and outbound calls in a courteous, timely, and professional manner
• Listen, understand customer needs, and resolve concerns
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow Client program processes and perform 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 and personal information
• Escalate customer concerns with the managerial team when appropriate
• Ensure first call resolution through problem solving and effective call handling
• Attend meetings and training and review 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 ongoing company needs

Candidate Qualifications

Are you a good fit for this position?

All positive and driven applicants are encouraged to apply. Ideal candidates are highly motivated and dedicated and should possess the following:

• Must be 18 years of age or older
• High school diploma or equivalent
• Ability to read and speak fluent English
• 6 months of voice, email, and chat support call center experience handling US accounts
• Excellent organizational, written, and oral communication skills
• Familiarity with computer use, Windows PC applications, and ability to learn new and complex systems
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Ability to type swiftly and accurately (40+ WPM with 95% accuracy)
• Grammar assessment score > 85%
• Excellent comprehension skills score > 90%
• Knowledge of CRM platforms is advantageous
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem solving, and negotiation
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and the ability to build relationships with team and customers
• Highly reliable with 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 program and location

• 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 results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation and Benefits

What you can expect from MCI

Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

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
• Disinfection and safety measures in the workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Engaging in social interactions and recognition programs
• Plus more in-office rewards, raffles, and gifts

Compensation & Benefits that Fit Your Life

MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. While benefits may vary by geography, we are committed to rewarding effort, providing growth opportunities, and creating an environment where every employee is 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 role is largely sedentary but may require standing or moving while using a computer and telephone headset. You may need to move or exert up to 40 pounds occasionally.

Reasonable Accommodation

Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless undue hardship would result. For accommodation requests, contact Human Resources.

Diversity and Equality

We embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. We are committed to a diverse and equal-opportunity work environment and do not discriminate on protected characteristics. Qualified applicants with criminal histories will be considered as required by local and federal laws.

About MCI (Parent Company)

MCI helps customers address CX and DX challenges with industry-leading solutions. We provide BPO, staffing, contact center services, and IT services. MCI employs 10,000+ people with 150+ client partners across multiple brands and locations.

Disclaimer

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, skills, or qualifications. The employer reserves the right to revise this description at any time. This is not an employment contract, and either party may terminate employment at any time for any reason.

#J-18808-Ljbffr

---