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Inbound Customer Service Agent
hace 2 días
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.Key ResponsibilitiesHandle 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 QualificationsWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?QualificationsMust 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 & BenefitsWhat You Can Expect From MCIHMO Coverage plus a dependent (Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage).Dental Coverage: In‑house dental assistance worth ₱5,000.Free meal during training.Career growth and learning.Allowances for rice, clothing, laundry and meals.Performance and loyalty bonuses.Frequent disinfection, fogging of workplace.Opportunities for growth and promotion.Employee shuttle services.Company retreats and off‑site events.Sharpen your social skills while meeting awesome people and making new friends.Plus, more in‑office rewards, raffles, recognition gifts, and treats.Physical RequirementsThis job operates in a professional office environment. 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 required to operate a computer and other office equipment. The employee may occasionally need to move about the office, reach in any direction, raise or lower objects, and exert force up to forty (40) pounds.Conditions of EmploymentAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 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. MCI was named by Inc. Magazine as Iowa's Fastest Growing Company in 2019 and the 452nd Fastest Growing Privately Company in the USA. MCI has facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.DisclaimerThe purpose of this 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. You may be asked to perform other duties. The employer has the right to revise this job description at any time, and this description is not an employment contract. Either you or the employer may terminate employment at any time for any reason.#J-18808-Ljbffr
