POSITION OVERVIEW

Job Title: Customer Service Representative (Multi-Platform)

Job Type: Full Time; Graveyard Shift

Location: San Fernando, Pampanga, Philippines (Onsite)

We are seeking a highly skilled and motivated customer service representative to join our team and provide outstanding customer support to our offshore clients. The successful candidate will attend to inbound/outbound calls, and provide support through various channels like phone, email, chat services. Must be customer service oriented (empathetic, responsive, patient, and conscientious)

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.

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POSITION RESPONSIBILITIES

Key Tasks and Responsibilities

• Receive inbound and outbound calls in a courteous, timely, and professional manner
• Listen, understand customer needs, and resolve any concerns
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete tasks
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer requests.
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer concerns with the managerial team
• Ensure first call resolution through problems solving and effective call handling 
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements 
• Attend to other essential duties related to the position to meet the ongoing needs of the company.

CANDIDATE QUALIFICATIONS

Qualifications:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The position is about building relationships and turning the knowledge gained during your training into customer wins. All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, energetic, and dedicated. 

• Must be 18 years of age or older
• High school diploma or equivalent
• The ability to read and speak fluent English
• 6 months voice, email, and chat support call center experience handling US accounts
• Excellent organizational, written, and oral communication skills
• Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• The ability to type swiftly and accurately (40 words a minute with 95% accuracy)
• Grammar Assessment passing score > 85%
• Excellent comprehension skills score > 90%
• Knowledge of CRM platforms will be advantageous
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers
• Highly reliable with the ability to maintain regular attendance and punctuality
• Flexibility to work in shifts, including weekends and holidays

COMPENSATION DETAILS

Compensation:

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe in the importance of our staff and recognize them as the driving force behind our success.

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.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country in which the job is based.
• Must be willing to undergo employee background screening. Job offers are contingent on background screening tests.

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, of Human Resources.

EQUAL OPPORTUNITY EMPLOYER

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.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

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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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.