Remote Call Center Specialist: Grow in CX

MCI; San Fernando; Remote; PHP 240,000 - 420,000; Full time

Job summary

MCI is actively seeking Customer Service Representatives in the Philippines to handle inbound and outbound inquiries, troubleshoot basic issues, and support various client accounts. This role offers comprehensive training and clear career progression into roles such as Supervisor, Trainer, and Quality Assurance.

Ideal candidates will be 18+, with a high school diploma, strong English communication, and the ability to work scheduled shifts including training.

Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Experience using computers for data entry and customer support.
• Excellent verbal and written communication skills in English.
• Ability to type accurately at a minimum of 20 words per minute.
• Reliable wired high-speed internet connection for applicable work-from-home positions.
• Strong organizational, time management, and multitasking skills.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Comfortable using Windows-based applications and learning new software systems.
• Strong analytical and problem-solving abilities with the confidence to troubleshoot customer concerns.
• Excellent conflict resolution, negotiation, and interpersonal skills.
• Customer-focused with empathy, patience, professionalism, and a genuine desire to help others.
• Ability to thrive in a fast-paced, constantly evolving environment.
• Dependable with excellent attendance and punctuality.
• Strong team player with a positive attitude and willingness to learn.
• Ability to work scheduled shifts, including the required training period.
• One year of experience in a contact centre environment is advantageous.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Listen actively to customers, identify their needs, and provide accurate solutions to resolve inquiries.
• Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related questions.
• Research and gather information across multiple systems to resolve customer concerns or coordinate with other departments when necessary.
• Process customer requests, claims, and account updates accurately while maintaining detailed documentation.
• Utilize company systems, technology, and knowledge resources to effectively manage customer accounts.
• Follow all client-specific processes, scripts, policies, and compliance requirements.
• Escalate complex customer concerns to the appropriate departments or management team when required.
• Strive to achieve first-contact resolution through effective problem-solving and communication.
• Protect confidential and personal customer information by adhering to company policies and data privacy standards.
• Participate in ongoing training sessions, team meetings, and development activities to stay current with products, systems, and processes.
• Meet established performance, quality, attendance, and schedule adherence expectations.
• Contribute to a positive team environment while consistently delivering an outstanding customer experience.

Skills

Excellent English communication

Typing 20 WPM

MS Office Suite

Time management

Customer-focused

Team player

Conflict resolution

Education

High school diploma or equivalent

Tools

MS Office Suite

Excel

Word

PowerPoint

Outlook

Job description

MCI is actively seeking Customer Service Representatives in the Philippines to handle inbound and outbound inquiries, troubleshoot basic issues, and support various client accounts. This role offers comprehensive training and clear career progression into roles such as Supervisor, Trainer, and Quality Assurance.

Ideal candidates will be 18+, with a high school diploma, strong English communication, and the ability to work scheduled shifts including training.