Customer Service Representative (Nights)

MCI; San Fernando; On-site; PHP 167,000 - 234,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Career growth and learning

Allowances for rice, clothing, laundry

Performance and loyalty bonuses

Employee shuttle services

Company retreats and off-site events

Job summary

MCI is seeking Night shift Customer Service Representatives to be the first point of contact for customers, handling inbound calls, resolving basic technical issues, and providing product information. You will identify opportunities to upsell products and services while upholding confidentiality and following scripts and procedures.

This role supports a fast-paced environment across multiple brands, with on-site and remote capabilities, and offers growth opportunities, training, and a focus on

Qualifications

• 18 years or older with a high school diploma or equivalent
• Excellent verbal and written communication skills
• Typing speed of 20+ words per minute
• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Strong problem-solving, conflict resolution, and troubleshooting skills
• Reliable, punctual, and motivated with a strong work ethic
• Ability to multi-task, stay organized, and self-manage
• Customer-first mindset: empathetic, patient, and responsive
• Positive attitude and a team-player spirit
• Comfortable working in a fast-paced, dynamic environment

Responsibilities

• Manage inbound and outbound calls with professionalism, empathy, and efficiency
• Troubleshoot and resolve customer issues, focusing on first-call resolution
• Research and retrieve information using internal systems; collaborate with other teams as needed
• Accurately document and process customer claims and interactions
• Follow scripts, policies, and procedures while using training resources to provide accurate answers
• Handle sensitive information with discretion and maintain confidentiality
• Escalate complex cases to the appropriate team or manager
• Stay updated on products and processes by attending ongoing training
• Meet attendance, reliability, and night shift scheduling requirements

Skills

Communication skills

Typing speed 20+ wpm

Microsoft Office

Windows OS

Problem solving

Work ethic

Multi-tasking

Customer focus

Team player

Fast-paced environment

Education

High school diploma or equivalent

Job description

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 aproblem solverwith a passion for helping people? Do you thrive in afast-paced environmentand enjoy creatingoutstanding customer experiences? If so, we want you on our team!

We’re looking forCustomer Service Representatives (Nights)to represent some of theworld’s most recognized brandsduring the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manageinbound and outbound callswith professionalism, empathy, and efficiency

• Troubleshoot and resolve customer issues, focusing onfirst-call resolution

• Research and retrieve information using internal systems; collaborate with other teams as needed

• Accuratelydocument and process customer claims and interactions

• Follow scripts, policies, and procedures while using training resources to provide accurate answers

• Handle sensitive information with discretion andmaintain confidentiality

• Escalate complex cases to the appropriate team or manager

• Stay updated on products and processes by attendingongoing training

• Meet allattendance, reliability, and night shift scheduling requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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:

• 18 years or olderwith ahigh school diploma or equivalent

• Excellentverbal and written communication skills

• Typing speed of20+ words per minute

• Basic knowledge ofMicrosoft Office (Word, Excel, Outlook, PowerPoint)

• Familiarity withWindows operating systems

• Strongproblem-solving, conflict resolution, and troubleshooting skills

• Reliable, punctual, and motivated with a strongwork ethic

• Ability tomulti-task, stay organized, and self-manage

• Customer-first mindset: empathetic, patient, and responsive

• Positive attitude and ateam-player spirit

• Comfortable working in afast-paced, dynamic environment

Preferred (Not Required)

• 1+ year incustomer service, call center, help desk, technical support, inside sales, or back-office roles
• Prior experience withcontact centers or government-related accounts

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 aproblem solverwith a passion for helping people? Do you thrive in afast-paced environmentand enjoy creatingoutstanding customer experiences? If so, we want you on our team!

We’re looking forCustomer Service Representatives (Nights)to represent some of theworld’s most recognized brandsduring the night shift. In this role, you’ll be the first point of contact for customers handling inbound calls, resolving basic technical issues, answering product and process-related inquiries, and identifying opportunities to upsell products and services.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manageinbound and outbound callswith professionalism, empathy, and efficiency

• Troubleshoot and resolve customer issues, focusing onfirst-call resolution

• Research and retrieve information using internal systems; collaborate with other teams as needed

• Accuratelydocument and process customer claims and interactions

• Follow scripts, policies, and procedures while using training resources to provide accurate answers

• Handle sensitive information with discretion andmaintain confidentiality

• Escalate complex cases to the appropriate team or manager

• Stay updated on products and processes by attendingongoing training

• Meet allattendance, reliability, and night shift scheduling requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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:

• 18 years or olderwith ahigh school diploma or equivalent

• Excellentverbal and written communication skills

• Typing speed of20+ words per minute

• Basic knowledge ofMicrosoft Office (Word, Excel, Outlook, PowerPoint)

• Familiarity withWindows operating systems

• Strongproblem-solving, conflict resolution, and troubleshooting skills

• Reliable, punctual, and motivated with a strongwork ethic

• Ability tomulti-task, stay organized, and self-manage

• Customer-first mindset: empathetic, patient, and responsive

• Positive attitude and ateam-player spirit

• Comfortable working in afast-paced, dynamic environment

Preferred (Not Required)

• 1+ year incustomer service, call center, help desk, technical support, inside sales, or back-office roles
• Prior experience withcontact centers or government-related accounts

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.

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.

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.

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