Call Center Agent (Hiring Immediately)

MCI; San Fernando; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Health insurance coverage

Dental coverage

Paid training period and meal allowance

Performance and loyalty bonuses

Employee shuttle services

Company retreats and off-site events

Job summary

MCI is seeking call center agents in San Fernando, Pampanga to support inbound and outbound customer service and sales projects. The role involves handling inquiries and providing excellent customer service.

This position offers industry-leading training with opportunities for advancement to roles such as Supervisor and Trainer. Candidates should have strong communication skills, reliability, and a customer-oriented mindset.

Core benefits include health insurance and performance bonuses, making this a competitive career start opportunity.

Qualifications

• Must be 18 years of age or older.
• Reliable attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.

Responsibilities

• Handle inbound and outbound contacts professionally and timely.
• Ensure first-call resolution through problem solving and effective call handling.
• Accurately document and process customer claims.

Skills

Excellent organizational skills

Written and oral communication skills

Problem solving

Customer service orientation

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of clients, maintaining a commitment to excellence and innovation.

We are seeking call center agents to support inbound and outbound customer service and sales projects for a variety of clients, including government programs and recognizable brands. The role involves handling inbound inquiries, making outbound calls, and up‑selling products and services. Candidates should be natural problem solvers who strive to provide excellent customer service and satisfaction.

This is a career‑start opportunity with industry‑leading training and potential advancement to Supervisor, Trainer, Talent Acquisition, and Operations Management.

POSITION RESPONSIBILITIES

• Handle inbound and outbound contacts professionally and timely.
• Ensure first‑call resolution through problem solving and effective call handling.
• Research systems and coordinate with other departments to resolve customer issues.
• Accurately document and process customer claims in appropriate systems.
• Lead fact‑finding discussions to determine the best options for the customer.
• Utilize knowledge base and training to accurately answer customer questions while following scripts, policies, and procedures.
• Comply with confidentiality requirements and protect personal information.
• Escalate customer issues to appropriate staff and management when needed.
• Attend meetings, training, and review new materials to remain updated on program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

CANDIDATE QUALIFICATIONS

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Can type swiftly and accurately (20+ words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Reliable attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer service orientation (empathetic, responsive, patient, conscientious).
• Ability to multi‑task, remain focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced, change‑prevalent environment.
• Excellent interpersonal skills and building relationships with teammates and customers.

• Preferred (Not required): One year of customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
• Preferred (Not required): State or federal work experience.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must submit up to a Level II background/security investigation with a fingerprint; job offers are contingent upon results.
• Must submit to drug screening; job offers are contingent upon results.

COMPENSATION

Starting compensation is based on experience and is competitive. Core benefits include:

• Health insurance coverage.
• Dental coverage.
• Paid training period and meal allowance.
• Performance and loyalty bonuses.
• Employee shuttle services.
• Company retreats and off‑site events.

PHYSICAL REQUIREMENTS

The role is largely sedentary, requiring sitting/standing for long periods while using a computer and telephone headset. Employees may occasionally need to move about the office, reach in any direction, lift up to 40 pounds, and operate office equipment such as phone, copier, and printer.

RANGE OF EMPLOYMENT

All MCI locations.

REASONABLE ACCOMMODATION

Consistent with the ADA, MCI and its affiliates provide reasonable accommodations for qualified applicants or employees with disabilities, unless undue hardship arises.

DIVERSITY AND EQUALITY

At MCI, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on merit and qualifications. We maintain a work environment free from discrimination and harassment. MCI does not discriminate on any protected characteristic and will consider qualified applicants with criminal histories consistently with local and federal requirements.