Customer Service Representative (Voice)
hace 21 horas
San Fernando
ph3Job Overview /h3 pMCI is a leading tech‑enabled business services provider seeking a skilled and motivated Customer Service Representative (Voice) to manage inbound and outbound calls for our offshore clients. The role demands professionalism, empathy, and efficiency in a fast‑paced environment. /p h3Key Responsibilities /h3 ul liHandle inbound and outbound calls in a courteous, timely, and professional manner. /li liListen actively to understand customer needs and provide effective solutions. /li liResearch systems, update information, and collaborate with other departments when required. /li liFollow all client processes, scripts, policies, and procedures accurately. /li liUse knowledge base and training resources to resolve customer inquiries effectively. /li liEnsure first‑call resolution through troubleshooting and problem‑solving. /li liAccurately document and process customer interactions. /li liHandle sensitive customer data with discretion and confidentiality. /li liEscalate complex concerns to supervisors or managers when appropriate. /li liStay up‑to‑date by attending meetings, training sessions, and reviewing new materials. /li liConsistently meet attendance, scheduling, and performance expectations. /li /ul h3Candidate Qualifications /h3 ul liHigh school diploma or equivalent. /li liStrong English communication skills, both oral and written. /li liMinimum of 6 months of call‑center experience (voice, email, or chat support with US accounts). /li liTyping speed of 40+ WPM with 95% accuracy. /li liGrammar assessment score of 85% or higher and comprehension score of 90% or higher. /li liProficiency with Windows PC applications and quick learning of new systems. /li liBasic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). /li liKnowledge of CRM platforms is a plus. /li liStrong skills in troubleshooting, conflict resolution, and negotiation. /li liAbility to multi‑task, self‑manage, and stay focused under pressure. /li liTeam‑oriented, empathetic, and customer‑focused mindset. /li liHighly reliable with consistent attendance and punctuality. /li liFlexibility to work shifts, weekends, and holidays. /li /ul h3Conditions of Employment /h3 ul liMust be authorized to work in the country where the position is located. /li liMust be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on investigation results. /li liMust be willing to submit to drug screening. Job offers are contingent on screening results. /li /ul h3Compensation Benefits /h3 ul liHealth maintenance organization (HMO) coverage for employees and dependents. /li liDental coverage. /li liMeal allowance during training. /li liCareer growth and learning opportunities. /li liAllowances for rice, clothing, laundry, and meals. /li liPerformance and loyalty bonuses. /li liFrequent workplace health and safety measures. /li liOpportunities for advancement and promotion. /li liEmployee shuttle services. /li liCompany retreats and off‑site events. /li liRecognition gifts, raffles, and other in‑office rewards. /li /ul h3Physical Requirements /h3 pThis is an office‑based role. The employee will be largely sedentary, using a computer and telephone headset for long periods. The employee may occasionally be required to move about the office, reach in any direction, raise or lower objects, and exert force up to forty pounds. /p h3Reasonable Accommodation /h3 pConsistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. /p h3Diversity Equal Opportunity /h3 pMCI maintains a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. 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. /p h3Equal Employment Opportunity /h3 pMCI is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, national origin, sex, disability, age, or veteran status. /p /p #J-18808-Ljbffr
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