Key Responsibilities
* Receive inbound and outbound calls in a courteous, timely, and professional manner.
* Listen, understand customer needs, and resolve any concerns.
* Research systems to find missing information as applicable; 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 tasks.
* Follow all required scripts, policies, and procedures.
* Utilize knowledge base and training to accurately answer customer requests.
* Comply with requirements surrounding confidential information and personal information.
* Appropriately escalated customer concerns 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.
* Attend to other essential duties related to the position to meet the ongoing needs of the company.
Candidate Qualifications
We encourage applicants who are positive, driven, and confident. The ideal candidates for this position are highly motivated, energetic, and dedicated.
* Must be 18 years of age or older.
* High school diploma or equivalent.
* The ability to read and speak fluent English.
* 6 months voice, email, and chat support call center experience handling US accounts.
* Excellent organizational, written, and oral communication skills.
* Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications.
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
* The ability to type swiftly and accurately (40+ words a minute with 95% accuracy).
* Grammar Assessment passing score > 85%.
* Excellent comprehension skills score > 90%.
* Knowledge of CRM platforms will be advantageous.
* The ability to evaluate, troubleshoot, and follow up on customer issues.
* An aptitude for conflict resolution, problem solving and negotiation.
* 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.
* Highly reliable with the ability to maintain regular attendance and punctuality.
* Flexibility to work in shifts, including weekends and holidays.
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.
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
MCI and its subsidiaries are an equal opportunity employer. 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. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical 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 these characteristics. We provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances.
Compensation & Benefits
* 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 opportunities.
* Allowances for rice, clothing, laundry, and meals.
* Performance and loyalty bonuses.
* Frequent disinfection and fogging of workplace.
* Opportunities for growth and promotion.
* Employee shuttle services.
* Company retreats and off‑site events.
* Social activities and recognition gifts.
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