Customer Experience Representative

Job Overview

MCI delivers tailored solutions to meet the diverse needs of clients. With a commitment to excellence and innovation, we have established ourselves as a trusted partner in the industry.

We are seeking agents for temporary remote positions contingent on hurricane disaster relief efforts. This role involves working as needed in response to emergency situations.

Candidates accepted for this role will be contacted by email and text on an as-needed basis. Hours of operation are from 8:00 AM - 8:00 PM ET, with shifts from 8:00 AM - 2:00 PM and 2:00 PM - 8:00 PM.

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.

Job Responsibilities

WHAT DOES A DISASTER RELIEF AGENT DO?

We improve the customer's experience by providing exceptional solutions to simple requests. You will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time.

Key Responsibilities:

• Assist customers with service inquiries
• Learn common requests and solutions
• Improve the customer's experience
• Utilize our service techniques and systems
• Escalate customer dissatisfaction to proper channels

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 bringing a positive and enthusiastic outlook to work each day.

Qualifications

ARE YOU A GOOD FIT FOR THIS POSITION?

Our ideal candidates are highly motivated, energetic, and dedicated. They must be willing to undergo world-class training and be committed to delivering exceptional customer experiences.

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating systems
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow up on customer issues
• An aptitude for conflict resolution, problem solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Benefits and Incentives

RECOGNIZING YOUR CONTRIBUTIONS

We understand the importance of balance and support. Our benefits and incentives package is designed to be competitive and 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 We Offer

Our team members enjoy:

• Medical coverage plus dependent

Rank & File: ₱100,000 coverage

Supervisors/Managers: ₱120,000 coverage

• Dental coverage

Free meal during training

• Allowances for rice, clothing, laundry and meals

Performance and loyalty bonuses

Frequent disinfection and fogging of workplace

Opportunities for growth and promotion

Employee shuttle services

Company retreats and off-site events

Plus, more in-office rewards, raffles, recognition gifts, and treats

Conditions of Employment

• All MCI locations require authorization to work in the country where the job is based.

Subject to program and location of the position

• Willngness to submit up to a LEVEL II background and/or security investigation with fingerprint
• Willngness to submit to drug screening

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Equal Opportunity Employer

At MCI, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.

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