Senior Customer Experience Representative

Job Overview

MCI is a leading provider of tailored solutions that meet the diverse needs of clients.

We're seeking an enthusiastic Remote Customer Service Agent to support customer service initiatives for a range of well-known clients. In this role, you'll assist customers with enquiries and provide excellent service. This is a wonderful opportunity to contribute to high-impact projects with some of the world's most iconic brands. If you're a natural problem solver who thrives on creating memorable customer experiences, we'd love to hear from you.

Candidates must have prior call center experience and reside within 80km of our office.

Additional requirements include:

• A high-speed internet connection
• An appropriate, quiet work environment
• High language proficiency in English
• Work-from-home experience

To be considered for this position, please complete a full application on our careers page, including screening questions and a brief pre-employment test.

Key Responsibilities

Core Responsibilities:

1. Handle inbound and outbound calls professionally and efficiently.
2. Resolve customer issues on the first call through effective problem-solving.
3. Research and retrieve information across systems to support customer needs.
4. Accurately document interactions and process claims.
5. Guide customers through options to find the best solutions.
6. Follow scripts, policies, and procedures while using available resources.
7. Protect customer privacy and handle sensitive information appropriately.
8. Escalate complex issues to the appropriate team members.
9. Stay current with training, updates, and program knowledge.
10. Maintain consistent attendance and adhere to scheduling requirements.

Candidate Qualifications

Ideal Candidates:

The ideal candidate will be highly motivated and dedicated, possessing the following qualities:

Requirements:

• Must be 18 years or older
• High school diploma or equivalent
• Previous call center experience
• Work from home experience
• Strong command of the English language
• Typing speed of 20+ WPM
• High speed internet connection
• Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Skilled in troubleshooting and follow-up
• Able to multitask and self-manage effectively
• Excellent interpersonal skills

Compensation & Benefits

Our Commitment to You

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to 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:

As a valued member of our team, you can expect:

• 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
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment

General Conditions:

All employees must be authorized to work in the country where the job is based.

Subject to the program and location of the position:

Additional Requirements:

Employees 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 investigation results.

Employees must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Reasonable Accommodation

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

Equal Opportunity Employer

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

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