Position Overview
Job Title: Inbound/Outbound Agent
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 Agent to join our team and provide outstanding support to our offshore clients. The successful candidate 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
1. Receive inbound and outbound calls in a courteous, timely, and professional manner
2. Listen, understand customer needs, and resolve any concerns
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
4. Follow the processes of the Client program and perform all tasks in a courteous and professional manner
5. Utilize systems and technology to complete tasks
6. Follow all required scripts, policies, and procedures
7. Utilize knowledge base and training to accurately answer customer requests
8. Comply with requirements surrounding confidential information and personal information
9. Appropriately escalate customer concerns with the managerial team
10. Ensure first call resolution through problem solving and effective call handling
11. Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
12. Adhere to all attendance and work schedule requirements
13. Attend to other essential duties related to the position to meet the ongoing needs of the company
Candidate Qualifications
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:
1. Must be 18 years of age or older
2. High school diploma or equivalent
3. The ability to read and speak fluent English
4. 6 months voice, email, and chat support call center experience handling US accounts
5. Excellent organizational, written, and oral communication skills
6. Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
7. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
8. The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)
9. Grammar Assessment passing score > 85%
10. Excellent comprehension skills score > 90%
11. Knowledge of CRM platforms will be advantageous
12. The ability to evaluate, troubleshoot, and follow-up on customer issues
13. An aptitude for conflict resolution, problem solving and negotiation
14. Ability to multi-task, stay focused, and self-manage
15. Strong team orientation and customer focus
16. The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
17. Excellent interpersonal skills and the ability to build relationships with your team and customers
18. Highly reliable with the ability to maintain regular attendance and punctuality
19. Flexibility to work in shifts, including weekends and holidays
Compensation Details
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
1. Paid Time Off: Earn PTO and paid holidays to take the time you need.
2. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
3. Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days.
4. Retirement Savings: Secure your future with retirement savings programs, where available.
5. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance: Access life insurance options to safeguard your loved ones.
7. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training: Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code: Be comfortable while you work.
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.
CONDITIONS OF EMPLOYMENT
Must 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 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.
EQUAL OPPORTUNITY EMPLOYER
At 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 will not tolerate discrimination or harassment based on any of the characteristics protected by applicable laws, regulations, and ordinances.
About MCI (parent Company)
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.
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.
#J-18808-Ljbffr