Pampanga, PH
JOB TYPE
Full-Time
Position Overview Job Title: Non-Voice Customer Service Representatives
Job Type: Full Time; Graveyard Shift
Location: San Fernando, Pampanga, Philippines (Onsite)
We are seeking a highly skilled and motivated Customer Service Representatives to join our team and provide outstanding customer support to our offshore clients. The successful candidate will provide support through various channels like 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 RESPONSIBILITIES Respond to the client via email and chat services in a courteous, timely, and professional manner.Understand customer needs and resolve any concerns.Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable.Follow the processes of the Client program and perform all tasks in a courteous and professional manner.Utilize systems and technology to complete tasks.Follow all required scripts, policies, and procedures.Utilize knowledge base and training to accurately respond to customer requests.Comply with requirements surrounding confidential information and personal information.Appropriately escalate customer concerns with the managerial team.Ensure first call resolution through problem solving and effective call handling.Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes.Adhere to all attendance and work schedule requirements.Attend to other essential duties related to the position to meet the ongoing needs of the company.Candidate Qualifications WONDER 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 older.High school diploma or equivalent.The ability to read and speak fluent English.6 months email and chat support call center experience handling US accounts.Excellent organizational, written, and oral communication skills.Familiarity with a computer, Windows PC applications, and ability to learn new and complex computer system applications.Basic 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 > 90%.Excellent comprehension skills score > 90%.Knowledge of CRM platforms will be advantageous.The ability to evaluate, troubleshoot, and follow-up on customer issues.An aptitude for conflict resolution, problem solving, and negotiation.Ability to multi-task, stay focused, and self-manage.Strong team orientation and customer focus.The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.Excellent interpersonal skills and the ability to build relationships with your team and customers.Highly reliable with the ability to maintain regular attendance and punctuality.Flexibility to work in shifts, including weekends and holidays.CONDITIONS OF EMPLOYMENT 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.Compensation Details WANT 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 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.
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.
DIVERSITY AND EQUALITY
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.
DISCLAIMER
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.
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