Inbound Customer Service Agent

MCI; San Fernando; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

HMO coverage (dependent)

Dental coverage

Free meal during training

Career growth opportunities

Rice, clothing, laundry allowances

Performance bonuses

Shuttle services

Company retreats and events

Job summary

MCI is a fast-growing tech-enabled BPO and CX solutions provider with a global footprint, delivering customer support for diverse industries. We seek enthusiastic, service-driven Customer Support Agents to engage customers nationwide, resolve issues, and promote products while maintaining a best-in-class customer experience.

Join a team that handles hundreds of interactions weekly, emphasizing energy, positivity, and a team-first mindset.

Qualifications

• Must be 18+ years old with a high school diploma or equivalent
• Excellent written and verbal communication skills
• Ability to type 20+ words per minute accurately
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with the Windows operating system
• Reliable and punctual with strong organizational skills
• Strong ability to troubleshoot, resolve conflicts, and problem solve
• Customer service oriented: empathetic, patient, responsive, and conscientious
• Ability to multi-task, self‑manage, and stay focused in a fast‑paced environment
• Strong team orientation with excellent interpersonal skills

Responsibilities

• Handle inbound and outbound customer interactions in a courteous and professional manner
• Deliver first‑call resolution through problem solving and effective call handling
• Research systems and coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in company systems
• Follow all required scripts, policies, and procedures while ensuring customer satisfaction
• Utilize training and knowledge base resources to answer questions accurately
• Escalate unresolved or complex issues to the appropriate teams as necessary
• Protect customer confidentiality and handle sensitive information responsibly
• Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
• Consistently meet attendance and work schedule requirements

Skills

Excellent communication

Typing 20+ wpm

MS Office

Windows familiarity

Problem solving

Team oriented

Empathetic & patient

Education

High school diploma or equivalent

Job description

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 enthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a best-in-class customer experience.

You’ll interact with hundreds of customers each week, so we’re seeking confident, motivated individuals who bring energy, positivity, and a team-first mindset to every shift.

Key Responsibilities

• Handle inbound and outbound customer interactions in a courteous and professional manner
• Deliver first‑call resolution through problem solving and effective call handling
• Research systems and coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in company systems
• Follow all required scripts, policies, and procedures while ensuring customer satisfaction
• Utilize training and knowledge base resources to answer questions accurately
• Escalate unresolved or complex issues to the appropriate teams as necessary
• Protect customer confidentiality and handle sensitive information responsibly
• Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
• Consistently meet attendance and work schedule requirements

Candidate Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

• Must be 18+ years old with a high school diploma or equivalent
• Excellent written and verbal communication skills
• Ability to type 20+ words per minute accurately
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with the Windows operating system
• Reliable and punctual with strong organizational skills
• Strong ability to troubleshoot, resolve conflicts, and problem solve
• Customer service oriented: empathetic, patient, responsive, and conscientious
• Ability to multi-task, self‑manage, and stay focused in a fast‑paced environment
• Strong team orientation with excellent interpersonal skills

Preferred (Not Required)

• 1+ year of experience in customer service, tech support, inside sales, back‑office, chat, or administrative support in a contact center environment
• Prior state or federal work experience

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

What You Can Expect From MCI

• 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.

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 (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.

Diversity and Equality

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.