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. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products and process‑related inquiries, and 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; we can usually find something that works for everyone. This is a wonderful opportunity to start your career. With industry‑leading training, you are sure to grow, and you can advance to Supervisor, Trainer, Talent Acquisition, or Operations Management.
Responsibilities
* Listen to and resolve customer issues
* Utilize systems and technology to complete account management tasks
* Recognize sales opportunities and apply sales skills to upgrade customers
* Explain and position products and processes when interacting with customers
* Appropriately escalates customer dissatisfaction
* Ensure first‑call resolution through problem solving and effective call handling
* Handle inbound calls and make outbound sales inquiries using state‑of‑the‑art contact center technology and customer experience methodology
Candidate Qualifications
* Must be 18 years of age or older
* High school diploma or equivalent
* Excellent organizational, written, and oral communication skills
* The ability to type swiftly and accurately (20+ words per minute)
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
* Basic understanding of Windows operating system
* 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 prevail
* Excellent interpersonal skills and the ability to build relationships with your team and customers
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.
Compensation & Benefits
Starting compensation is based on experience, e.g., Rank & File: ₱100,000, Supervisors/Managers: ₱120,000 per month.
* HMO coverage plus a dependent
* Dental coverage
* 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
* Social events to sharpen skills and meet new people
* In‑office rewards, raffles, recognition gifts, and treats
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.
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.
Diversity and Equality
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.
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