Contingent Disaster Response Agent

Job Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurricane disaster relief needs.

The ideal candidate will possess excellent organizational and communication skills, along with the ability to multitask and stay focused under pressure.

Responsibilities

Key Responsibilities:

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

Qualifications

Required Skills and Qualifications:

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per 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
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• 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

Compensation & Benefits

Benefits that may be offered include:

• HMO Coverage with dependent
• Dental Coverage
• In-house dental assistance
• 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 and recognition programs

Note: Benefits may vary by geography and specific role.

Physical & Other Requirements

Physical requirements: The job operates in a professional office environment; duties are largely sedentary and require sitting/standing for long periods while using a computer and telephone headset. Occasional movement of objects up to 40 pounds may be required.

Conditions of Employment

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

Reasonable Accommodation

In accordance with the Americans with Disabilities Act (ADA), we provide reasonable accommodations on request. If needed, please contact Human Resources.

Equal Opportunity Employer

All aspects of employment at MCI are based on merit and qualifications. We maintain a work environment free from discrimination and will consider qualified applicants with criminal histories in accordance with local and federal requirements. We will not tolerate discrimination or harassment based on protected characteristics and provide reasonable accommodations as required by law.

About Us

We help customers tackle CX and DX challenges with industry-leading solutions. We provide BPO, staff augmentation, contact center services, and IT services. Our company employs 10,000+ professionals across multiple locations and brands.

This description provides a general overview and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. We may revise this job description at any time. This job description is not an employment contract, and either party may terminate employment at any time for any reason.

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