Inbound Customer Service Agent

Full-TimePAY TYPESHourlyPosition OverviewMCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend 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. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.Key ResponsibilitiesHandle inbound and outbound customer interactions in a courteous and professional mannerDeliver first‑call resolution through problem solving and effective call handlingResearch systems and coordinate with other departments to resolve issues when neededAccurately document and process customer claims in company systemsFollow all required scripts, policies, and procedures while ensuring customer satisfactionUtilize training and knowledge base resources to answer questions accuratelyEscalate unresolved or complex issues to the appropriate teams as necessaryProtect customer confidentiality and handle sensitive information responsiblyStay current by attending training sessions and reviewing updates to program knowledge, systems, and processesConsistently meet attendance and work schedule requirementsCandidate QualificationsAll positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the following qualities:Must be 18+ years old with a high school diploma or equivalentExcellent written and verbal communication skillsAbility to type 20+ words per minute accuratelyBasic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)Familiarity with the Windows operating systemReliable and punctual with strong organizational skillsStrong ability to troubleshoot, resolve conflicts, and problem solveCustomer‑service oriented: empathetic, patient, responsive, and conscientiousAbility to multi‑task, self‑manage, and stay focused in a fast‑paced environmentStrong team orientation with excellent interpersonal skillsPreferred (Not Required)1+ year of experience in customer service, tech support, inside sales, back‑office, chat, or administrative support in a contact center environmentPrior state or federal work experienceConditions of EmploymentMust 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 DetailsAt MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect From MCIHMO coverage plus a dependentDental coverage; in‑house dental assistance worth ₱5,000Free meal during trainingCareer growth and learningAllowances for rice, clothing, laundry and mealsPerformance and loyalty bonusesFrequent disinfection, fogging of workplaceOpportunities for growth and promotionEmployee shuttle servicesCompany retreats and off‑site eventsSharpen your social skills while meeting awesome people and making new friendsPlus, more in‑office rewards, raffles, recognition gifts, and treatsRank & File: ₱100,000 coverageSupervisors/Managers: ₱120,000 coveragePhysical RequirementsThis 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally move around 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 ACCOMMODATIONConsistent 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.DIVERSITY AND EQUALITYAt 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.DISCLAIMERThe purpose of the above job description is to provide potential candidates with a general overview of the role. It's 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.#J-18808-Ljbffr