Company Overview
MCI is a rapidly expanding tech‑enabled business services provider headquartered in the USA with a global footprint that includes call centers in the United States, Puerto Rico, South Africa and the Philippines. The company offers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions to a diverse set of industries such as healthcare, retail, government, education, telecom, technology e‑commerce and financial services.
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Position Overview
We are seeking a highly motivated Agent to join our offshore customer support team. The ideal candidate will be customer‑service oriented, empathetic, responsive, patient and conscientious.
Key Responsibilities
* Receive inbound and outbound calls in a courteous, timely, and professional manner.
* Listen, understand customer needs, and resolve concerns.
* Research and retrieve information using system tools;
coordinate with other departments as needed.
* Follow all client processes and scripts, policies, and procedures.
* Use the knowledge base and training materials to answer customer requests accurately.
* Maintain confidentiality of all customer and personal data.
* Escalate complex issues to management in a timely manner.
* Achieve first‑call resolution through problem solving and effective call handling.
* Participate in meetings, training sessions, and stay updated on new knowledge, systems, and processes.
* Adhere to attendance and work‑schedule requirements.
* Carry out other duties as necessary to support company needs.
Candidate Qualifications
* Minimum 18 years of age.
* High school diploma or equivalent.
* Fluent reading and speaking in English.
* At least 6 months of phone, email, or chat support experience handling U.S. accounts.
* Strong organizational, written, and oral communication skills.
* Computer literate and adept at learning new applications.
* Basic Microsoft Office skills (Excel, PowerPoint, Word, Outlook).
* Typing speed of 40+ words per minute with 95% accuracy.
* Grammar assessment score above 85% and comprehension score above 90%.
* Knowledge of CRM platforms is advantageous.
* Ability to troubleshoot, evaluate, and follow up on customer issues.
* Conflict resolution, problem‑solving, and negotiation aptitude.
* Strong multitasking, focus, and self‑management skills.
* Team orientation with a customer‑focus mindset.
* Thrives in a fast‑paced environment with ambiguity.
* Excellent interpersonal skills and relationship building.
* Highly reliable with regular attendance and punctuality.
* Flexibility to work in shifts, including weekends and holidays.
Conditions of Employment
* Authorized to work in the country where the job is based.
* Willing to submit to a Level II background and security investigation with a fingerprint.
* Willing to undergo drug screening;
job offers contingent on results.
Compensation & Benefits
* Competitive base salary based on experience.
* HMO coverage: ₱100,000 for rank & file, ₱120,000 for supervisors/ managers.
* Dental coverage;
in‑house dental assistance worth ₱5,000.
* Free meals during training.
* Allowance for rice, clothing, laundry, and meals.
* Performance and loyalty bonuses.
* Frequent workplace disinfection and fogging.
* Employee shuttle services.
* Company retreats and off‑site events.
* Recognition gifts, raffles, and in‑office rewards.
Physical Requirements
The role is performed in a professional office environment. The employee will be largely sedentary and will sit/stand for extended periods while using a computer and telephone headset. Regular use of computer equipment, phone, copier, and printer is required;
occasional movement throughout the office. The employee may need to reach in any direction, raise or lower objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations to qualified applicants or employees with a disability, unless such accommodations would cause undue hardship. Requests for accommodations should be directed to Human Resources.
Diversity & Equality
MCI embraces diversity and equitably evaluates all employment opportunities based on merit and qualifications. The company maintains a work environment free from discrimination. xhfqzwm MCI does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity, genetics, 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 law. MCI considers applicants with criminal histories in a manner consistent with local and federal requirements.
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