Customer Service Representative

Position Overview MCI 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 skilled and motivated Customer Service Representatives (Non-Voice) to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll provide assistance via email and chat channels , ensuring every interaction is handled with professionalism, empathy, and efficiency. If you have strong communication skills, thrive in a fast-paced environment, and enjoy helping customers, we want to hear from 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 Responsibilities Respond to customers via email and chat in a courteous, timely, and professional manner Understand customer needs, resolve inquiries, and ensure first-contact resolution whenever possible Research systems to retrieve or update information, collaborating with other departments as needed Follow client processes, scripts, and policies while maintaining a professional and customer-focused approach Use training resources and knowledge bases to provide accurate responses Handle and protect confidential and sensitive information appropriately Escalate complex issues to supervisors or managers when required Attend training sessions and review updates to stay current on program knowledge and system changes Consistently meet attendance, schedule, and performance expectations Candidate Qualifications The position is about building relationships and turning the knowledge gained during your training into customer wins. All positive, driven, and confident applicants are encouraged to apply. The ideal candidates for this position are highly motivated, energetic, and dedicated. Qualifications 18 years or older with a high school diploma or equivalent Strong English reading, writing, and communication skills Minimum of 6 months of email/chat customer support experience (US accounts preferred) Typing speed of 40+ WPM with 95% accuracy Excellent comprehension and grammar (assessment scores >90%) Proficiency with Windows applications and ability to quickly learn new systems Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) Familiarity with CRM platforms (a plus) Strong problem-solving, conflict resolution, and troubleshooting skills Ability to multi-task, stay focused, and self-manage in a fast-paced environment Team-oriented, customer-focused, and empathetic Reliable and punctual with the ability to maintain a consistent schedule Flexibility to work shifts, weekends, and holidays Compensation Details What You Can Expect From MCI HMO Coverage plus a dependent Rank & File: ₱100,000 coverage Supervisors/Managers: ₱120,000 coverage Dental Coverage – in-house dental assistance worth ₱5,000, giving you easier access to quality care 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 Requirements This 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 Employment All 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. Reasonable Accommodation Consistent 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 Employer At 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. The 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