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. MCI delivers 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.Are you a problem solver with a passion for helping people? Do you thrive in a fast‑paced environment and enjoy creating outstanding customer experiences ? If so, we want you on our teamWe’re looking for Customer Service Representatives (Nights) to represent some of the world’s most recognized brands during the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services.To 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.Key ResponsibilitiesManage inbound and outbound calls with professionalism, empathy, and efficiency.Troubleshoot and resolve customer issues, focusing on first‑call resolution.Research and retrieve information using internal systems; collaborate with other teams as needed.Accurately document and process customer claims and interactions.Follow scripts, policies, and procedures while using training resources to provide accurate answers.Handle sensitive information with discretion and maintain confidentiality.Escalate complex cases to the appropriate team or manager.Stay updated on products and processes by attending ongoing training.Meet all attendance, reliability, and night‑shift scheduling requirements.Candidate Qualifications18 years or older with a high school diploma or equivalent.Excellent verbal and written communication skills.Typing speed of 20+ words per minute.Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).Familiarity with Windows operating systems.Strong problem‑solving, conflict resolution, and troubleshooting skills.Reliable, punctual, and motivated with a strong work ethic.Ability to multi‑task, stay organized, and self‑manage.Customer‑first mindset: empathetic, patient, and responsive.Positive attitude and a team‑player spirit.Comfortable working in a fast‑paced, dynamic environment.Preferred (Not Required)1+ year in customer service, call center, help desk, technical support, inside sales, or back‑office roles.Prior experience with contact centers or government‑related accounts.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.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 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 treatsPhysical 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 regularly operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office, 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 EqualityMCI embraces differences and believes diversity benefits our employees, 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. 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.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. 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.DisclaimerThe purpose of the above 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 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