Position Overview
We are hiring a Call Center Representative in San Fernando, Philippines.
MCI is a leading technology‑enabled business services company. We provide customer experience (CX), business process outsourcing (BPO), and cloud technology solutions across many industries. The role will handle inbound and outbound calls, resolve customer inquiries, and maintain high‑quality service that reflects our company’s standards.
Responsibilities
* Manage high‑volume inbound and outbound calls.
* Provide accurate, timely information on products, services, accounts, and billing.
* Resolve customer concerns and, when necessary, elevate complex cases.
* Achieve call‑center performance targets, including QA scores, resolution time, and customer satisfaction.
* Accurately document all customer interactions in the CRM system.
* Follow call scripts, compliance requirements, and all call‑center procedures.
* Identify cross‑sell or upsell opportunities when appropriate.
* Maintain a professional, empathetic approach with every customer.
Candidate Qualifications
* High School Diploma / Grade 12 (required).
* 1–3 years of call‑center or customer‑service experience.
* Strong verbal and written communication skills.
* Ability to multitask and perform in a target‑driven environment.
* Basic computer skills and experience with CRM or call‑center tools.
* Flexibility to work shifts as needed.
Nice to Have
* Bilingual or multilingual abilities.
* Familiarity with call‑center platforms such as Salesforce, Zendesk, or Avaya.
Conditions of Employment
* Must be authorized to work in the Philippines.
* Must submit to a Level II background and/or security investigation.
* Must submit to a drug screening; job offer contingent on results.
Compensation and Benefits
* Base pay commensurate with experience.
* Health insurance with HMO coverage and a dependent rider.
* Dental coverage and in‑house dental assistance.
* Free meal during training.
* Allowances for rice, clothing, laundry, and meals.
* Performance and loyalty bonuses.
* Employee shuttle services, company retreats, and off‑site events.
* Additional in‑office rewards, raffles, and recognition gifts.
Physical Requirements
This role is largely sedentary and requires sitting/standing for long periods while using a computer and telephone headset. The employee will operate office equipment, move within the office, reach in any direction, lift or relocate objects, and exert up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee.
Diversity and Equality
MCI maintains a work environment free from discrimination. All employment decisions are based solely on merit and qualifications. MCI will not tolerate discrimination or harassment based on age, ancestry, color, family or medical leave, gender identity, genetic information, marital status, medical condition, national origin, disability, political affiliation, race, religion, sex, sexual orientation, or other protected characteristics. MCI considers qualified applicants with criminal histories in a manner consistent with applicable laws.
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