Key Responsibilities
- Respond to customers via email and chat in a courteous, timely, and professional manner
- Understand customer needs, resolve inquiries, and ensure first‑contact resolution whenever possible
- Research systems to retrieve or update information, collaborating with other departments as needed
- Follow client processes, scripts, and policies while maintaining a professional and customer‑focused approach
- Use training resources and knowledge bases to provide accurate responses
- Handle and protect confidential and sensitive information appropriately
- Escalate complex issues to supervisors or managers when required
- Attend training sessions and review updates to stay current on program knowledge and system changes
- Consistently meet attendance, schedule, and performance expectations
Candidate Qualifications
- 18 years or older with a high school diploma or equivalent
- Strong English reading, writing, and communication skills
- Minimum of 6 months of email/chat customer support experience (US accounts preferred)
- Typing speed of 40+ WPM with 95% accuracy
- Excellent comprehension and grammar (assessment scores >90%)
- Proficiency with Windows applications and ability to quickly learn new systems
- Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Familiarity with CRM platforms (a plus)
- Strong problem‑solving, conflict resolution, and troubleshooting skills
- Ability to multi‑task, stay focused, and self‑manage in a fast‑paced environment
- Team‑oriented, customer‑focused, and empathetic
- Reliable and punctual with the ability to maintain a consistent schedule
- Flexibility to work shifts, 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
Compensation and Benefits
Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members.
- HMO coverage plus a dependent
- Dental coverage: In‑house assistance worth ₱5,000, giving easier access to quality care
- 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
- Other in‑office rewards, recognition gifts, and treats
Physical and Reasonable Accommodation Requirements
This position operates in a professional office environment. Primary duties include sitting/standing for long periods while using a computer and telephone headset. The employee may occasionally be required to move around the office, reach in any direction, raise or lower objects, and push or pull up to forty (40) pounds.
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates will provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
Diversity and Equality
At MCI we embrace differences and are committed to a work environment free from discrimination. All employees are treated with dignity and respect. MCI considers qualified applicants with criminal histories for employment in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on any protected characteristic.
#J-18808-Ljbffr