Customer Service Representative (Non-Voice)

MCI; Angeles; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

HMO Coverage plus a dependent

Salary increases based on performance

Company retreats and off-site events

Shuttle services

Bonuses and incentives

Job summary

MCI is hiring in Angeles City, PH for a customer support role handling email and chat with US accounts. You will resolve inquiries, follow scripts, and use knowledge bases to ensure first-contact resolution.

The position values reliability, quick learning, and the ability to work in a fast-paced environment, with shifts including weekends and holidays. Ideal candidates bring strong English skills, at least 6 months in email/chat support, and comfort with Windows and Microsoft Office.

Qualifications

• 18 years or older with a high school diploma or equivalent.
• Strong English reading, writing, and communication skills.
• Minimum of 6 months of email/chat customer support experience (US accounts preferred).
• Typing speed of 40+ WPM with 95% accuracy.
• Excellent comprehension and grammar (assessment scores >90%).
• Proficiency with Windows applications and ability to quickly learn new systems.
• Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Familiarity with CRM platforms.
• Strong problem-solving, conflict resolution, and troubleshooting skills.
• Ability to multi-task, stay focused, and self-manage in a fast-paced environment.
• Team-oriented, customer-focused, and empathetic.
• Reliable and punctual with the ability to maintain a consistent schedule.
• Flexibility to work shifts, weekends, and holidays.

Responsibilities

• Respond to customers via email and chat in a courteous, timely, and professional manner.
• Understand customer needs, resolve inquiries, and ensure first-contact resolution whenever possible.
• Research systems to retrieve or update information, collaborating with other departments as needed.
• Follow client processes, scripts, and policies while maintaining a professional and customer-focused approach.
• Use training resources and knowledge bases to provide accurate responses.
• Handle and protect confidential and sensitive information appropriately.
• Escalate complex issues to supervisors or managers when required.
• Attend training sessions and review updates to stay current on program knowledge and system changes.
• Consistently meet attendance, schedule, and performance expectations.

Skills

English proficiency

Typing 40+ WPM

Customer-focused

Problem-solving

Teamwork

Reliability

Education

High school diploma or equivalent

Tools

CRM platforms

Windows applications

Microsoft Office

Chat/Email support tools

Job description

Angeles City, PH

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.

Key Responsibilities

• Respond to customers via email and chat in a courteous, timely, and professional manner
• Understand customer needs, resolve inquiries, and ensure first‑contact resolution whenever possible
• Research systems to retrieve or update information, collaborating with other departments as needed
• Follow client processes, scripts, and policies while maintaining a professional and customer‑focused approach
• Use training resources and knowledge bases to provide accurate responses
• Handle and protect confidential and sensitive information appropriately
• Escalate complex issues to supervisors or managers when required
• Attend training sessions and review updates to stay current on program knowledge and system changes
• Consistently meet attendance, schedule, and performance expectations

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The position is about building relationships and turning the knowledge gained during your training into customer wins. All positive, driven, and confident applicants are encouraged to apply. The ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• 18 years or older with a high school diploma or equivalent
• Strong English reading, writing, and communication skills
• Minimum of 6 months of email/chat customer support experience (US accounts preferred)
• Typing speed of 40+ WPM with 95% accuracy
• Excellent comprehension and grammar (assessment scores >90%)
• Proficiency with Windows applications and ability to quickly learn new systems
• Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Familiarity with CRM platforms (a plus)
• Strong problem‑solving, conflict resolution, and troubleshooting skills
• Ability to multi‑task, stay focused, and self‑manage in a fast‑paced environment
• Team‑oriented, customer‑focused, and empathetic
• Reliable and punctual with the ability to maintain a consistent schedule
• Flexibility to work shifts, weekends, and holidays

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.

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
• 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!

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.

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.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.