Customer Service Representative (Voice)

MCI; Angeles; On-site; PHP 100,000 - 400,000; Full time

Job summary

A global business services company in Angeles City, Philippines is seeking a skilled Customer Service Representative (Voice) to provide exceptional support to offshore clients. Responsibilities include managing calls and helping customers with professionalism and efficiency. Ideal candidates have strong communication skills and at least six months of call center experience. Join a dynamic team offering competitive compensation and benefits.

Benefits

HMO Coverage plus a dependent

Performance and loyalty bonuses

Company retreats and off-site events

Qualifications

• Minimum of 6 months call center experience with US accounts.
• Typing speed of 40+ WPM with 95% accuracy.
• Grammar and comprehension scores of 85%+ and 90%+ respectively.

Responsibilities

• Handle inbound and outbound calls professionally.
• Listen actively to customer needs and provide solutions.
• Document and process customer interactions accurately.

Skills

Strong English communication skills (oral and written)

Troubleshooting skills

Conflict resolution

Ability to multi-task

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM platforms

Job description

Angeles City, PH

Full-Time

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 a skilled and motivated Customer Service Representative (Voice) to join our growing team and deliver exceptional support to our offshore clients. In this role, you’ll manage inbound and outbound calls, helping customers with professionalism, empathy, and efficiency.

If you have strong communication skills, thrive in a fast‑paced environment, and enjoy solving problems, this is the opportunity for 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.

Key Responsibilities

• Handle inbound and outbound calls in a courteous, timely, and professional manner
• Listen actively to understand customer needs and provide effective solutions
• Research systems to locate or update information; collaborate with other departments when needed
• Follow all client processes, scripts, policies, and procedures with accuracy
• Use knowledge base and training resources to resolve customer inquiries effectively
• Ensure first‑call resolution through troubleshooting and problem‑solving
• Accurately document and process customer interactions
• Handle sensitive customer data with discretion and confidentiality
• Escalate complex concerns to supervisors or managers when appropriate
• Stay up to date by attending meetings, training sessions, and reviewing new materials
• Consistently meet attendance, scheduling, and performance expectations

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply.

Ideal Candidate Qualities

• High school diploma or equivalent
• Strong English communication skills (oral and written)
• Minimum of 6 months call center experience (voice, email, or chat support with US accounts)
• Typing speed of 40+ WPM with 95% accuracy
• Grammar assessment score 85%+ and comprehension score 90%+
• Proficiency with Windows PC applications and ability to quickly learn new systems
• Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Knowledge of CRM platforms (a plus)
• Strong skills in troubleshooting, conflict resolution, and negotiation
• Ability to multi‑task, self‑manage, and stay focused under pressure
• Team‑oriented, empathetic, and customer‑focused mindset
• Highly reliable with consistent attendance and punctuality
• 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 and fogging of the 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
• 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.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.