Customer Service Pilot Class (Non – BPO Experienced Beginners)
MCI Careers · Angeles City, PAM, PH ·
- Employment
- Contract
- Category
- Support
LOCATION
Angeles City, PHPOSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
Are you a natural problem solver with a passion for helping others? We’re looking for Customer Service Agents to join our team and deliver exceptional support across multiple communication channels. In this role, you’ll handle customer inquiries, resolve concerns, process orders, and ensure a smooth, satisfying customer experience all while working in a fast-paced contact center environment.
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.
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POSITION RESPONSIBILITIES
Key Responsibilities:
- Manage inbound and outbound contacts with professionalism and courtesy.
- Actively listen to customer needs and provide effective solutions.
- Research internal systems to retrieve missing information and coordinate with other departments as needed.
- Follow client-specific processes and maintain a courteous, professional tone.
- Use technology and tools to complete account management tasks.
- Accurately document and process customer claims.
- Follow scripts, policies, and procedures to ensure consistency and compliance.
- Use training and knowledge bases to answer customer inquiries confidently.
- Handle confidential and personal information with care.
- Escalate unresolved issues to the appropriate team or manager.
- Strive for first-call resolution through effective problem-solving.
- Attend training sessions and stay up to date on system and process changes.
- Adhere to all attendance and scheduling requirements.
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
Qualifications
- Must be 18 years of age or older.
- High school diploma or equivalent.
- No prior BPO experience required - we provide full training!
- Excellent communication skills (written and verbal).
- Strong interpersonal skills and a customer-first mindset.
- Ability to multitask, stay organized, and work independently.
- Comfortable working in a fast-paced, team-oriented environment.
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. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.
POSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
Are you a natural problem solver with a passion for helping others? We’re looking for Customer Service Agents to join our team and deliver exceptional support across multiple communication channels. In this role, you’ll handle customer inquiries, resolve concerns, process orders, and ensure a smooth, satisfying customer experience all while working in a fast-paced contact center environment.
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.
--------------
POSITION RESPONSIBILITIES
Key Responsibilities:
- Manage inbound and outbound contacts with professionalism and courtesy.
- Actively listen to customer needs and provide effective solutions.
- Research internal systems to retrieve missing information and coordinate with other departments as needed.
- Follow client-specific processes and maintain a courteous, professional tone.
- Use technology and tools to complete account management tasks.
- Accurately document and process customer claims.
- Follow scripts, policies, and procedures to ensure consistency and compliance.
- Use training and knowledge bases to answer customer inquiries confidently.
- Handle confidential and personal information with care.
- Escalate unresolved issues to the appropriate team or manager.
- Strive for first-call resolution through effective problem-solving.
- Attend training sessions and stay up to date on system and process changes.
- Adhere to all attendance and scheduling requirements.
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
Qualifications
- Must be 18 years of age or older.
- High school diploma or equivalent.
- No prior BPO experience required - we provide full training!
- Excellent communication skills (written and verbal).
- Strong interpersonal skills and a customer-first mindset.
- Ability to multitask, stay organized, and work independently.
- Comfortable working in a fast-paced, team-oriented environment.
CONDITIONS OF EMPLOYMENT
All MCI Locations
- Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
- 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. (Does not apply in Canada)
COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
At MCI, your hard work deserves recognition and rewards. 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:
- HMO Coverage plus a dependent
Rank & File: ₱100,000 coverage
Supervisors/Managers: ₱120,000 coverage
- Dental Coverage
In-house dental assistance worth ₱5,000, giving you easier access to quality care
- Free meal during training
- Career growth and learning
- Allowances for rice, clothing, laundry and meals
- Performance and loyalty bonuses
- Frequent disinfection, fogging of workplace
- Opportunities for growth and promotion
- Employee shuttle services
- Company retreats and off-site events
- Sharpen your social skills while meeting awesome people and making new friends
- Plus, more in-office rewards, raffles, recognition gifts, and treats!
Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
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. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
DIVERSITY AND EQUALITY
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 maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant 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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
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. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.