Position Overview Angeles City, PH Customer Service Representative at MCI. This role requires an empathetic, solution-oriented professional ready to thrive in a fast-paced, customer-focused environment. The position involves engaging with customers via inbound and outbound calls and providing friendly, professional support.
Key Responsibilities Engage with customers via inbound and outbound calls, providing friendly and professional support. Actively listen to customer concerns and deliver effective, timely resolutions. Use internal systems to manage accounts, process claims, and retrieve information.
Identify opportunities to upsell or upgrade products and services. Clearly explain products, services, and processes to customers. Escalate complex issues to the appropriate team when needed. Strive for first‑call resolution through strong problem‑solving skills.
Stay current with training, meetings, and process updates. Maintain excellent attendance and punctuality.
Must be 18 years or older. High school diploma or equivalent. Strong written and verbal communication skills. Ability to type at least 20 WPM. Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
Familiarity with Windows operating systems. Dependable and punctual with a strong work ethic. Skilled in troubleshooting, conflict resolution, and follow‑up. A customer‑first mindset: empathetic, patient, and responsive.
Ability to multitask, stay organized, and manage time independently. A team player with a positive attitude and strong interpersonal skills. Comfortable working in a dynamic, fast‑changing environment.
Conditions of Employment Must be authorized to work in the country where the job is based. Candidate must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on the results.
Candidate must be willing to submit to a drug screening. Job offers are contingent on the results.
Compensation and Benefits Competitive starting compensation based on experience. Health maintenance organization (HMO) coverage plus a dependent plan (coverage amounts vary by level). Dental coverage with in‑house assistance. Meal allowance during training, continuing education opportunities, and career growth programs. Performance and loyalty bonuses. Employee shuttle services and company retreats. Other in‑office rewards, raffles, recognition gifts, and team‑building activities.
Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary, working at a computer and using a telephone headset for extended periods. The employee may be required to move around the office, reach in any direction, lift or move objects up to forty (40) pounds, and stand or sit for long periods.
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations to qualified employees or applicants with disabilities unless it would cause undue hardship. Requests should be directed to Human Resources. Diversity and Equality MCI embraces diversity and provides a workplace free from discrimination.
Employment decisions are based solely on merit and qualifications. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI is committed to offering reasonable accommodations to employees with disabilities under applicable law.
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