Position Overview Job Title: Customer Service Representative (Voice)
Job Type: Full Time; Graveyard Shift
Location: San Fernando, Pampanga, Philippines (Onsite)
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
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 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.
Key ResponsibilitiesReceive inbound and outbound calls in a courteous, timely, and professional manner.Listen, 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 answer 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 QualificationsWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All Positive, And Driven Applicants Are Encouraged To Apply. The Ideal Candidates For This Position Are Highly Motivated And Dedicated And Should Possess The Below Qualities:
High school diploma or equivalent.The ability to read and speak fluent English.6 months voice, 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 > 85%.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.Compensation DetailsWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.
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.
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.Reasonable AccommodationIt is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.
Equal Opportunity EmployerAt MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one 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.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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