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. We are looking for enthusiastic and motivated individuals to join our growing call center team as Sales Representatives. In this role, you will connect with potential and existing customers, promote products and services, and drive sales through engaging conversations and effective solutions.
Key Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Listen to customers, understand their needs, and resolve customer issues.
- Research systems to find missing information and coordinate with other departments to resolve issues as applicable.
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
- Utilize systems and technology to complete account management tasks.
- Accurately document and process customer claims in appropriate systems.
- Follow all required scripts, policies, and procedures.
- Utilize knowledge base and training to accurately answer customer questions.
- Comply with requirements surrounding confidential information and personal information.
- Appropriately escalated customer issues with the managerial team.
- Ensure first call resolution through problem solving and effective call handling.
- Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.
- Adhere to all attendance and work schedule requirements.
Candidate Qualifications
- Must be 18 years of age or older.
- High school diploma or equivalent.
- Experience with data-entry utilizing a computer.
- Ability to read and speak English fluently.
- Have a wired, high-speed internet connection (Download speed of 20Mbps+).
- Excellent organizational, written, and oral communication skills.
- Ability to type swiftly and accurately (20+ words a minute).
- Ability to work regularly scheduled shifts within our hours of operation including the training period.
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
- Highly reliable with the ability to maintain regular attendance and punctuality.
- Ability to evaluate, troubleshoot, and follow-up on customer issues.
- Attitude for conflict resolution, problem solving and negotiation.
- Customer service oriented (empathetic, responsive, patient, and conscientious).
- Ability to multi-task, stay focused, and self-manage.
- Strong team orientation and customer focus.
- Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
- Excellent interpersonal skills and ability to build relationships with your team and customers.
Preferred (Not Required)
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
- Work at home experience.
- State or Federal work experience.
Compensation & Benefits
- HMO Coverage plus a dependent.
- 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, 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. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
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.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are 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 at MCI are based solely on a person’s 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. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
Apply Today
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
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