Customer Service Representatives (Research/Survey)
1 day ago
San Fernando
ph3Overview /h3pMCI is a fast-growing tech-enabled business services company offering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across multiple industries. We maintain a call-center footprint that spans on-site and remote agents worldwide. All employees benefit from continuous learning and development opportunities and contribute to our global expansion. We are looking for skilled and motivated Customer Service Representatives (Non-Voice) to deliver exceptional support to our offshore clients via email and chat, handling every interaction with professionalism, empathy, and efficiency. /ph3Key Responsibilities /h3ulliRespond to customers via email and chat in a courteous, timely, and professional manner. /liliUnderstand customer needs, resolve inquiries, and ensure first-contact resolution whenever possible. /liliResearch systems to retrieve or update information, collaborating with other departments as needed. /liliFollow client processes, scripts, and policies while maintaining a professional and customer-focused approach. /liliUse training resources and knowledge bases to provide accurate responses. /liliHandle and protect confidential and sensitive information appropriately. /liliEscalate complex issues to supervisors or managers when required. /liliAttend training sessions and review updates to stay current on program knowledge and system changes. /liliConsistently meet attendance, schedule, and performance expectations. /li /ulh3Candidate Qualifications /h3ulli18 years or older with a high school diploma or equivalent. /liliStrong English reading, writing, and communication skills. /liliMinimum of 6 months of email/chat customer support experience (US accounts preferred). /liliTyping speed of 40+ wpm with 95% accuracy. /liliExcellent comprehension and grammar (assessment scores 90%). /liliProficiency with Windows applications and ability to quickly learn new systems. /liliBasic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). /liliFamiliarity with CRM platforms (a plus). /liliStrong problem-solving, conflict resolution, and troubleshooting skills. /liliAbility to multi-task, stay focused, and self-manage in a fast-paced environment. /liliTeam-oriented, customer-focused, and empathetic. /liliReliable and punctual with the ability to maintain a consistent schedule. /liliFlexibility to work shifts, weekends, and holidays. /li /ulh3Conditions of Employment /h3ulliMust be authorized to work in the country where the job is based. /liliMust be willing to submit a Level II background and/or security investigation with a fingerprint. Job offers are contingent on the results. /liliMust be willing to submit to a drug screening. Job offers are contingent on the results. /li /ulh3Compensation and Benefits /h3ulliCompetitive starting compensation based on experience with a variety of benefits and incentives. /liliHealth insurance (HMO coverage plus a dependent). /liliDental coverage and in-house dental assistance worth ₱5,000. /liliFree meals during training. /liliCareer growth and learning opportunities. /liliAllowances for rice, clothing, laundry, and meals. /liliPerformance and loyalty bonuses. /liliFrequent disinfection and fogging of the workplace. /liliEmployee shuttle services. /liliCompany retreats and off-site events. /liliIn-office rewards, raffles, recognition gifts, and treats. /li /ulh3Physical Requirements /h3pThis job operates in a professional office environment. The employee will be largely sedentary, required to sit or stand for long periods while using a computer and telephone headset. The employee will be required to use a computer, phone, copier, and printer, and may occasionally move about the office to accomplish tasks. The employee must be able to reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to 40 pounds. /ph3Reasonable Accommodation /h3pConsistent with the Americans with Disabilities Act (ADA), it is MCI’s policy to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. /ph3Diversity and Equality /h3pMCI embraces differences and believes diversity benefits employees, customers, and the community. All aspects of employment are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, with a commitment to a diverse and equal-opportunity work environment. MCI does not discriminate 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 in accordance with local and federal requirements, and will not tolerate discrimination or harassment based on these characteristics. /p /p #J-18808-Ljbffr