Customer Service Representative

4 days ago


Angeles City, Central Luzon, Philippines MCI Full time

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. Our commitment to excellence and focus on innovation have established us as a trusted partner in the industry.

We are seeking a highly skilled and motivated Spanish speaking customer service representative to join our team and provide outstanding support to our 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).

Key Responsibilities
  • Receive and respond to 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
  • Appropriately escalate customer concerns with the managerial team
  • Ensure first call resolution through problems 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


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