Position Overview
MCI is a rapidly growing tech‑enabled business services company with a strong call‑center presence worldwide. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions across industries such as healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers use advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We seek enthusiastic Call Center Representatives to support inbound and outbound customer service and sales initiatives, responding to inquiries, providing support, and promoting new products and services across a variety of projects, including government programs and well‑known brands.
Key Responsibilities
- Handle inbound and outbound calls with professionalism and courtesy.
- Resolve customer issues efficiently, aiming for first‑call resolution.
- Research and retrieve information across systems to support customer needs.
- Accurately document customer interactions and process claims.
- Guide customers through options to find the best solutions.
- Use training and resources to answer questions while adhering to scripts and policies.
- Maintain confidentiality and handle sensitive information appropriately.
- Escalate complex issues to the appropriate team members when necessary.
- Participate in training sessions and stay current on updates and procedures.
- Follow attendance and scheduling requirements consistently.
Candidate Qualifications
- Minimum age of 18.
- High school diploma or equivalent.
- Strong written and verbal communication skills.
- Typing speed of at least 20 words per minute.
- Basic proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
- Familiarity with Windows operating systems.
- Dependable and punctual with excellent time management.
- Problem‑solving and conflict‑resolution skills.
- Customer‑focused mindset with empathy and patience.
- Ability to multitask and work independently.
- Team‑oriented with a collaborative spirit.
- Comfortable in a dynamic, fast‑paced environment.
Compensation Details
At MCI, your hard work is recognized and rewarded. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Benefits
- 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 opportunities.
- Allowances for rice, clothing, laundry, and meals.
- Performance and loyalty bonuses.
- Frequent disinfection and fogging of the workplace.
- Opportunities for growth and promotion.
- Employee shuttle services.
- Company retreats and off‑site events.
- Recognition gifts, raffles, and other in‑office rewards.
Physical Requirements
This job is performed in a professional office environment. Employees will primarily sit or stand for long periods while using a computer and telephone headset. Tasks may require operating a computer, phone, copier, printer, and occasionally moving objects up to 40 pounds.
Conditions of Employment
- Must be authorized to work in the country where the job is based.
- Must be willing to submit a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI’s policy is to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. If accommodation is needed, please contact Human Resources.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
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