Overview
Full-Time
Position Overview
CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS
We are looking for Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and professionally represent some of the most recognizable brands in the world.
There are a wide variety of project openings available. Schedules vary by site and program; however we can usually find something that works for everyone. This is a wonderful opportunity to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management.
Responsibilities
* Handle inbound and outbound contacts in a courteous, timely, and professional manner
* Listen to customers, understand their needs, and resolve customer issues
* 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 escalate 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
Qualifications
Candidate Qualifications
WONDER IF YOU ARE A GOOD FIT? Its about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.
Required
* Must be 18 years of age or older
* High school diploma or equivalent
* Experience with data entry utilizing a computer
* The 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
* The 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
* 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
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
* State or Federal work experience
Conditions of Employment
All MCI Locations
* Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
* 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 Details
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
* HMO Coverage plus a dependent — Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage
* Dental Coverage
* In-house dental assistance worth ₱5,000
* Free meal during training
* Career growth and learning
* 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
* Sharpen your social skills while meeting people
* Plus, more in-office rewards, raffles, recognition gifts, and treats
Compensation & Benefits That Fit Your Life
MCI takes pride in tailoring offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. May occasionally move about the office to accomplish tasks; reach, lift 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. If accommodations are needed, please contact Human Resources.
Diversity and Equality
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories as required by law. MCI does not tolerate discrimination or harassment and provides reasonable accommodation where required by law.
About Mci (Parent Company)
MCI helps customers take on CX and DX challenges, offering industry-leading solutions and services across BPO, IT Services, and related areas. Details about history and scope are provided in the original description.
Disclaimer
The purpose of this job description is to provide a general overview. It is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer reserves the right to revise this description at any time. This description is not an employment contract, and either party may terminate employment at any time for any reason.
#J-18808-Ljbffr