Position Overview
MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.
We’re looking for an enthusiastic and service‑driven Customer Support Agent to join our team. In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services while delivering a best‑in‑class customer experience.
Key Responsibilities
- Handle inbound and outbound customer interactions in a courteous and professional manner
- Deliver first‑call resolution through problem solving and effective call handling
- Research systems and coordinate with other departments to resolve issues when needed
- Accurately document and process customer claims in company systems
- Follow all required scripts, policies, and procedures while ensuring customer satisfaction
- Utilize training and knowledge base resources to answer questions accurately
- Escalate unresolved or complex issues to the appropriate teams as necessary
- Protect customer confidentiality and handle sensitive information responsibly
- Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
- Consistently meet attendance and work schedule requirements
Candidate Qualifications
- Must be 18+ years old with a high school diploma or equivalent
- Excellent written and verbal communication skills
- Ability to type 20+ words per minute accurately
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with the Windows operating system
- Reliable and punctual with strong organizational skills
- Strong ability to troubleshoot, resolve conflicts, and problem‑solve
- Customer service oriented: empathetic, patient, responsive, and conscientious
- Ability to multi‑task, self‑manage, and stay focused in a fast‑paced environment
- Strong team orientation with excellent interpersonal skills
Preferred (Not Required)
- 1+ year of experience in customer service, tech support, inside sales, back‑office, chat, or administrative support in a contact center environment
- Prior state or federal work experience
Compensation Details
Starting compensation is based on experience. MCI offers a variety of benefits and incentives to support and reward team members.
What You Can Expect From MCI
- HMO coverage plus a dependent (Rank & File: ₱100,000; Supervisors/Managers: ₱120,000)
- Dental coverage and 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 the workplace
- Opportunities for growth and promotion
- Employee shuttle services
- Company retreats and off‑site events
- Social skill development while meeting new people and making friends
- In‑office rewards, raffles, recognition gifts, and treats
Physical Requirements
This job operates in a professional office environment. While performing the duties, 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 may occasionally need to move about the office, 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.
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.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.
Equal Opportunity Employer
MCI embraces differences and believes 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. 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. 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.
About Mci (Parent Company)
MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine’s List of Fastest‑Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
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