POSITION OVERVIEW
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, and process‑related inquiries while professionally representing some of the most recognizable brands in the world.
There are a wide variety of project openings available. Schedules vary by site and program, but we can usually find something that works for everyone. This is a wonderful opportunity to start your career here, with industry‑leading training and many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management.
RESPONSIBILITIES
* Handle inbound calls and make outbound sales inquiries using state‑of‑the‑art contact center technology and customer experience methodology.
* Resolve customer issues, troubleshoot basic technical problems, and provide product and process support.
* Utilize systems and technology to complete account management tasks.
* Recognize sales opportunities and apply sales skills to upgrade customers.
* Explain and position products and processes when interacting with customers.
* Appropriately escalate customer dissatisfaction.
* Ensure first‑call resolution through problem solving and effective call handling.
CANDIDATE QUALIFICATIONS
* 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 per minute).
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
* Basic understanding of Windows operating system.
* 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 are prevalent.
* Excellent interpersonal skills and the ability to build relationships with your team and customers.
CONDITIONS OF EMPLOYMENT
* Must be authorized to work in the country where the job is based.
* 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.
* Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
COMPENSATION AND BENEFITS
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
* HMO Coverage plus dependent 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 workplace.
* Opportunities for growth and promotion.
* Employee shuttle services.
* Company retreats and off‑site events.
* In‑office rewards, raffles, recognition gifts, and treats.
DIVERSITY AND EQUALITY
MCI embraces differences and is committed to a work environment free from discrimination. All aspects of employment are based on merit and qualifications. MCI complies with all applicable laws and regulations and provides reasonable accommodations for employees with disabilities.
PHYSICAL REQUIREMENTS
Job operates in a professional office environment. You will be largely sedentary and required to sit/stand for long periods using a computer and telephone headset. You may need to move about the office and perform tasks that require reaching, raising, or moving objects up to forty (40) pounds.
REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship.
To apply, complete a full application on our careers page, answer screening questions, and take a brief pre‑employment test.
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