Help Desk Specialist

7 days ago


Angeles City, Central Luzon, Philippines MCI Full time
Help Desk Specialist Job Opportunity

MCI is seeking a Help Desk Specialist to join our team As a Help Desk Specialist, you will handle blended inbound phone interactions with residential and business customers, troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate.

This is an entry-level position that offers on-the-job paid training. We welcome candidates with experience in customer service, tech support, inside sales, or back-office support, but it's not required. You should be highly reliable, have excellent communication skills, and be willing to constantly learn on the job.

In this role, you will work in a dynamic environment where you will interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

Your key responsibilities will include:

  • Handling inbound and outbound contacts in a courteous, timely, and professional manner
  • Ensuring first call resolution through problem solving and effective call handling
  • Researching systems to find missing information as applicable; coordinating with other departments to resolve issues when needed
  • Accurately documenting and processing customer claims in appropriate systems
  • Utilizing knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Complying with requirements surrounding confidential information and personal information
  • Escalating customer issues to the appropriate staff and managerial for resolution as needed


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