Remote Customer Service Agent

MCI; Manila; Remote; PHP 223,200 - 334,800; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Career growth and learning

Performance and loyalty bonuses

Job summary

MCI is seeking an enthusiastic Remote Customer Service Agent to support various customer service initiatives. In this role, you will assist customers with inquiries, resolve issues, and provide excellent service while working from home. Candidates must possess a high school diploma, be fluent in English, and have prior call center experience.

The position offers various perks including HMO coverage, dental assistance, performance bonuses, and opportunities for growth and promotion.

Qualifications

• Must be 18 years or older.
• Previous call center experience required.
• Work from home experience preferred.
• Familiar with basic computer troubleshooting.

Responsibilities

• Handle inbound and outbound calls professionally.
• Resolve customer issues on the first call.
• Accurately document interactions and process claims.
• Escalate complex issues as necessary.

Skills

Strong command of the English language

Excellent interpersonal skills

Typing speed of 20+ WPM

Troubleshooting skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows OS

Job description

POSITION OVERVIEW

We’re looking for an enthusiastic Remote Customer Service Agent to support a range of customer service initiatives for a diverse portfolio of well‑known clients. In this role, you’ll assist customers with enquiries and provide excellent service.

Strong proficiency in English, both written and spoken, is required. Candidates must have prior call center experience and reside within 80 km of our office.

You’ll also need:

• A high‑speed internet connection
• An appropriate, quiet work environment
• High language proficiency in English
• Work‑from‑home experience

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound and outbound calls professionally and efficiently.
• Resolve customer issues on the first call through effective problem‑solving.
• Research and retrieve information across systems to support customer needs.
• Accurately document interactions and process claims.
• Guide customers through options to find the best solutions.
• Follow scripts, policies, and procedures while using available resources.
• Protect customer privacy and handle sensitive information appropriately.
• Escalate complex issues to the appropriate team members.
• Stay current with training, updates, and program knowledge.
• Maintain consistent attendance and adhere to scheduling requirements.

CANDIDATE QUALIFICATIONS

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Previous call center experience
• Work from home experience
• Strong command of the English language
• Typing speed of 20+ WPM
• High speed internet connection
• Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Skilled in troubleshooting and follow‑up
• Able to multitask and self‑manage effectively
• Excellent interpersonal skills

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• 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

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.

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 providing 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!

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

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.