Position Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, offering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud solutions across industries. Our contact centers, powered by on‑site and remote agents, use advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
We are looking for Customer Service Agents who are natural problem solvers and passionate about helping others. In this role, you will handle customer inquiries, resolve concerns, process orders, and ensure a smooth, satisfying customer experience in a fast‑paced contact center environment.
Key Responsibilities
* Manage inbound and outbound contacts with professionalism and courtesy.
* Actively listen to customer needs and provide effective solutions.
* Research internal systems to retrieve missing information and coordinate with other departments as needed.
* Follow client‑specific processes and maintain a courteous, professional tone.
* Use technology and tools to complete account management tasks.
* Accurately document and process customer claims.
* Follow scripts, policies, and procedures to ensure consistency and compliance.
* Use training and knowledge bases to answer customer inquiries confidently.
* Handle confidential and personal information with care.
* Escalate unresolved issues to the appropriate team or manager.
* Strive for first‑call resolution through effective problem‑solving.
* Attend training sessions and stay up to date on system and process changes.
* Adhere to all attendance and scheduling requirements.
Candidate Qualifications
* Must be 18 years of age or older.
* High school diploma or equivalent.
* No prior BPO experience required – we provide full training.
* Excellent communication skills (written and verbal).
* Strong interpersonal skills and a customer‑first mindset.
* Ability to multitask, stay organized, and work independently.
* Comfortable working in a fast‑paced, team‑oriented environment.
Compensation & Benefits
Starting compensation is based on experience, and we offer a variety of benefits and incentives that grow with you over time. Benefits include:
* HMO coverage (Rank & File: ₱100,000; Supervisors/Managers: ₱120,000).
* 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.
* In‑office rewards, raffles, recognition gifts, and treats.
Physical Requirements
This role is performed in a professional office environment. The job involves substantial sitting or standing and requires operating a computer, telephone headset, copier, and printer, occasionally moving around the office. Employees may be required to reach and lift 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 to a Level II background and/or security investigation with fingerprint. Job offers are contingent on results.
* Must be willing to submit to drug screening. Job offers are contingent on results.
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. The policy applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
Equal Opportunity Employer
MCI embraces differences and maintains a workplace free from discrimination. All employment decisions are based on merit and qualifications. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements and provides reasonable accommodation to qualified employees with protected disabilities as required by law.
Apply today to join a company that recognizes your contributions and supports your growth.
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