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 elevate 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.
Candidate Qualifications
- Must be 18 years of age or older.
- High‑school diploma or equivalent.
- Experience with data entry using a computer.
- Ability to read and speak English fluently.
- Have a wired, high‑speed internet connection (20 Mbps+ download).
- Excellent organizational, written, and oral communication skills.
- Typing speed of 20+ words per minute.
- Ability to work regularly scheduled shifts during hours of operation, including training.
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Familiarity with computer and Windows PC applications and ability to learn new, complex systems.
- Highly reliable and able to maintain regular attendance and punctuality.
- Ability to evaluate, troubleshoot, and follow‑up on customer issues.
- 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.
- Ability to thrive in a fast‑paced environment with frequent change and ambiguity.
- Excellent interpersonal skills and ability to build relationships with team and customers.
Preferred Qualifications
- 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.
Compensation and Benefits
- HMO coverage plus dependent 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 the workplace.
- Growth and promotion opportunities.
- Employee shuttle services.
- Company retreats and off‑site events.
- Other rewards, raffles, recognition gifts, and treats.
Conditions of Employment
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a Level II background and/or security investigation with a fingerprint, and 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.
EEO Statement
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. MCI adheres 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.
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