Customer Service Representative (Non-Voice)

Mass Markets; San Fernando; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading business services provider in San Fernando, Philippines, is seeking skilled Customer Service Representatives to deliver exceptional support through email and chat. Ideal candidates will have a high school diploma, strong communication skills, and experience in customer support. The role offers competitive compensation, career growth opportunities, and excellent benefits including HMO coverage and performance bonuses.

Benefits

HMO Coverage

Dental Coverage

Free meals during training

Performance bonuses

Employee shuttle services

Qualifications

• 18 years or older with a high school diploma or equivalent.
• Minimum of 6 months of email/chat customer support experience.
• Typing speed of 40+ WPM with 95% accuracy.

Responsibilities

• Respond to customers via email and chat professionally.
• Understand customer needs and resolve inquiries.
• Research systems to provide accurate information.

Skills

Strong communication skills

Problem-solving skills

Multi-tasking ability

Empathy

Typing speed of 40+ WPM

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM platforms

Job description

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.

We’re looking for skilled and motivated Customer Service Representatives (Non-Voice) to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll provide assistance via email and chat channels, ensuring every interaction is handled with professionalism, empathy, and efficiency. If you have strong communication skills, thrive in a fast-paced environment, and enjoy helping customers, we want to hear from you!

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.

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

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

Compensation & Benefits

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

• HMO Coverage plus a dependent (Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage)
• Dental Coverage with in-house dental assistance worth ₱5,000
• Free meals 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
• Social engagement and recognition rewards

Other Details

Physical Requirements
This job operates in a professional office environment. The role is largely sedentary and involves long periods of sitting or standing while using a computer and headset. May require occasional movement around the office and lifting up to 40 pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to background and/or security investigations and drug screening as a condition of employment.

Reasonable Accommodation
MCI provides reasonable accommodations as required by law. If accommodations are needed, contact Human Resources.

Equal Opportunity Employer
MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. We may consider qualified applicants with criminal histories in accordance with local and federal requirements.

About MCI (parent Company)
MCI helps customers take on CX and DX challenges with industry-leading solutions. The holding company for a diverse lineup of tech-enabled business services includes BPO, contact center, IT services, and other offerings. MCI employs 10,000+ professionals with 150+ client partners across several brands and locations.

The above job description is a general overview and not all-inclusive. The employer may revise this description at any time. This description is not an employment contract and either party may terminate employment at any time for any reason.