Inbound Call Center Agent
2 days ago
San Fernando
ph3Inbound Call Center Agent /h3 pMCI is seeking inbound Call Center Agents to handle inbound calls, troubleshoot basic technical issues, build strong customer relationships, and fact‑find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary satisfaction. /p h3Position Responsibilities /h3 ul liHandle inbound and outbound contacts in a courteous, timely, and professional manner. /li liEnsure first‑call resolution through problem‑solving and effective call handling. /li liResearch systems to find missing information and coordinate with other departments to resolve issues when needed. /li liAccurately document and process customer claims in appropriate systems. /li liLead fact‑finding discussions to determine the best options for the customer. /li liUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures. /li liComply with requirements surrounding confidential information and personal information. /li liEscalate customer issues to the appropriate staff and managers for resolution as needed. /li liAttend meetings and training and review all new training material to stay current on program knowledge, systems, and processes. /li liAdhere to all attendance and work schedule requirements. /li /ul h3Qualifications /h3 ul liMust be 18 years of age or older. /li liHigh school diploma or equivalent. /li liExcellent organizational, written, and oral communication skills. /li liThe ability to type swiftly and accurately (20+ words per minute). /li liBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook). /li liBasic understanding of the Windows operating system. /li liHighly reliable with the ability to maintain regular attendance and punctuality. /li liThe ability to evaluate, troubleshoot, and follow up on customer issues. /li liAn aptitude for conflict resolution, problem‑solving, and negotiation. /li liMust be customer service oriented (empathetic, responsive, patient, and conscientious). /li liAbility to multi‑task, stay focused, and self‑manage. /li liStrong team orientation and customer focus. /li liThe ability to thrive in a fast‑paced environment where change and ambiguity are prevalent. /li liExcellent interpersonal skills and the ability to build relationships with your team and customers. /li /ul h3Preferred Qualifications /h3 ul liOne (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment. /li liState or Federal work experience. /li /ul h3Compensation and Benefits /h3 ul liHMO Coverage plus a dependent (coverage amounts vary by position level). /li liDental Coverage – in‑house dental assistance worth ₱5,000. /li liFree meal during training. /li liCareer growth and learning opportunities. /li liAllowances for rice, clothing, laundry, and meals. /li liPerformance and loyalty bonuses. /li liFrequent disinfection and fogging of workplace. /li liOpportunities for growth and promotion. /li liEmployee shuttle services. /li liCompany retreats and off‑site events. /li liRecognition gifts and treats. /li /ul h3Physical Requirements /h3 pThis 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 around 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. /p h3Reasonable Accommodation /h3 pConsistent 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 applies to all aspects of employment. /p h3Diversity and Equality /h3 pMCI embraces diversity and maintains a work environment free from discrimination. MCI does not discriminate on the basis of any protected characteristic and will consider qualified applicants with criminal histories in compliance with applicable laws. MCI will not tolerate discrimination or harassment in any form. /p /p #J-18808-Ljbffr
