Customer Service Representative

Position 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 a skilled and motivated Customer Service Representative (Voice) to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll manage inbound and outbound calls, helping customers with professionalism, empathy, and efficiency. If you have strong communication skills, thrive in a fast-paced environment, and enjoy solving problems, this is the opportunity for you To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.Key ResponsibilitiesHandle inbound and outbound calls in a courteous, timely, and professional mannerListen actively to understand customer needs and provide effective solutionsResearch systems to locate or update information; collaborate with other departments when neededFollow all client processes, scripts, policies, and procedures with accuracyUse knowledge base and training resources to resolve customer inquiries effectivelyEnsure first-call resolution through troubleshooting and problem-solvingAccurately document and process customer interactionsHandle sensitive customer data with discretion and confidentialityEscalate complex concerns to supervisors or managers when appropriateStay up to date by attending meetings, training sessions, and reviewing new materialsConsistently meet attendance, scheduling, and performance expectationsCandidate QualificationsAll positive, driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:High school diploma or equivalentStrong English communication skills (oral and written)Minimum of 6 months call center experience (voice, email, or chat support with US accounts)Typing speed of 40+ WPM with 95% accuracyGrammar assessment score 85%+ and comprehension score 90%+Proficiency with Windows PC applications and ability to quickly learn new systemsBasic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Knowledge of CRM platforms (a plus)Strong skills in troubleshooting, conflict resolution, and negotiationAbility to multi-task, self-manage, and stay focused under pressureTeam-oriented, empathetic, and customer-focused mindsetHighly reliable with consistent attendance and punctualityFlexibility to work shifts, weekends, and holidaysCompensation & BenefitsWhat you can expect from MCI:Health insurance (HMO coverage plus a dependent)Dental coverage – in‑house dental assistance worth ₱5,000Free meal during trainingCareer growth and learning opportunitiesAllowances for rice, clothing, laundry and mealsPerformance and loyalty bonusesFrequent disinfection and fogging of the workplaceOpportunities for growth and promotionEmployee shuttle servicesCompany retreats and off‑site eventsSocial skill building activities, raffles, recognition gifts, and treatsPhysical RequirementsThis job operates in a professional office environment. While performing the duties of this job, 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 be required to move about 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.Conditions 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.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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.Equal Opportunity EmployerAt 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.About MCIMCI 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'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. 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),