.Position Overview Job Title: Customer Service Representative (Voice)Job Type: Full Time; Graveyard ShiftLocation: 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 Responsibilities Receive 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 Qualifications WONDER 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
