Pampanga, PHJOB TYPEFull-TimePosition OverviewJob Title: Customer Service Representative (Multi-Platform)Job Type: Full Time; Graveyard ShiftLocation: San Fernando, Pampanga, Philippines (Onsite)We are seeking a highly skilled and motivated customer service representative to join our team and provide outstanding customer support to our offshore clients.
The successful candidate will attend to inbound/outbound calls and provide support through various channels like phone, email, and chat services.
Must be customer service oriented (empathetic, responsive, patient, and conscientious).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.POSITION RESPONSIBILITIESKey Tasks And ResponsibilitiesReceive inbound and outbound calls in a courteous, timely, and professional mannerListen, understand customer needs, and resolve any concernsResearch systems to find missing information as applicable; coordinate with other departments to resolve issues as applicableFollow the processes of the Client program and perform all tasks in a courteous and professional mannerUtilize systems and technology to complete tasksFollow all required scripts, policies, and proceduresUtilize knowledge base and training to accurately answer customer requestsComply with requirements surrounding confidential information and personal informationAppropriately escalate customer concerns with the managerial teamEnsure first call resolution through problems solving and effective call handlingAttend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirementsAttend to other essential duties related to the position to meet the ongoing needs of the companyQualificationsCANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?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.Must be 18 years of age or olderHigh school diploma or equivalentThe ability to read and speak fluent English6 months voice, email, and chat support call center experience handling US accountsExcellent organizational, written, and oral communication skillsFamiliarity with a computer, Windows PC applications and ability to learn new and complex computer system applicationsBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)Grammar Assessment passing score 85%Excellent comprehension skills score 90%Knowledge of CRM platforms will be advantageousThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationAbility to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersHighly reliable with the ability to maintain regular attendance and punctualityFlexibility to work in shifts, including weekends and holidaysCONDITIONS 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.Compensation DetailsWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe in the importance of our staff and recognize them as the driving force behind our success.Physical 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.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.DIVERSITY AND EQUALITYAt 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.DISCLAIMERThe 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.
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