Customer Service Agent

OverviewFull-TimePosition 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.We’re looking for enthusiastic Customer Service Agent to support a range of customer service initiatives for a diverse portfolio of well-known clients. In this role, you’ll assist customers with enquiries and provide excellent service.This is a wonderful opportunity to contribute to high-impact projects with some of the world’s most iconic brands. If you're a natural problem solver who thrives on creating memorable customer experiences, we’d love to hear from you. Strong proficiency in English, both written and spoken is required.Candidates must have prior call center experience and reside within 80km of our office .You’ll Also NeedA high-speed internet connectionAn appropriate, quiet work environmentHigh language proficiency in EnglishWork-from-home experienceTo be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.Position ResponsibilitiesHandle inbound and outbound calls professionally and efficiently.Resolve customer issues on the first call through effective problem-solving.Research and retrieve information across systems to support customer needs.Accurately document interactions and process claims.Guide customers through options to find the best solutions.Follow scripts, policies, and procedures while using available resources.Protect customer privacy and handle sensitive information appropriately.Escalate complex issues to the appropriate team members.Stay current with training, updates, and program knowledge.Maintain consistent attendance and adhere to scheduling requirements.QualificationsMust be 18 years or olderHigh school diploma or equivalentPrevious call center experienceWork from home experienceStrong command of the English languageTyping speed of 20+ WPMHigh speed internet connectionBasic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)Familiarity with Windows operating systemsSkilled in troubleshooting and follow-upAble to multitask and self-manage effectivelyExcellent interpersonal skillsConditions of EmploymentAll MCI Locations — Must be authorized to work in the country where the job is based.Subject to the program and location of the position — 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 & BenefitsWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At 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 MCIWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:HMO Coverage plus a dependentRank & File: ₱100,000 coverageSupervisors/Managers: ₱120,000 coverageDental CoverageIn-house dental assistance worth ₱5,000, giving you easier access to quality careFree 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 treatsReasonable AccommodationIt is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. If reasonable accommodation is needed, please contact Human Resources.Diversity and EqualityAt MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have 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 needs 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 has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP),