Join to apply for the Remote Call Center Representative role at Mass Markets.
Position Overview
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.
We’re looking for enthusiastic Remote Call Center Representatives to support inbound and outbound customer service initiatives for a diverse portfolio of well‑known clients. In this role, you’ll handle incoming inquiries, proactively reach out to existing customers and promote new products and services while delivering exceptional 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
* 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
* 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 or higher.
* 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.
Compensation Details
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI
* Health, Dental, and Vision coverage (HMO coverage plus dependent).
* Employee bonuses for performance and loyalty.
* Access to in‑house dental assistance worth ₱5,000.
* Free meals during training.
* Career growth and learning opportunities.
* Allowances for rice, clothing, laundry, and meals.
* Frequent workplace disinfection and fogging.
* Employee shuttle services and company retreats.
Physical Requirements
The job operates in a professional office environment. Employees will work at a computer and phone headset for long periods; occasional movement, reaching, and lifting (up to 40 lb) may be required.
Conditions Of Employment
Must be authorized to work in the country where the job is based. Must submit to a Level II background and/or security investigation with fingerprint. Must submit to drug screening.
REASONABLE ACCOMMODATION
We provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless it would cause undue hardship. Contact Human Resources for assistance.
EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries we embrace differences and promote diversity and equal opportunity. All aspects of employment are based on merit and qualifications. MCI does not discriminate on any protected characteristic and will comply with applicable laws. MCI will not tolerate discrimination or harassment.
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