Remote On-Demand Data Breach Agent

About the role

LOCATION Manila, PH POSITION OVERVIEW MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking bilingual agents to work as needed in response to data breach communications to consumers. This is a temporary, remote position contingent on breach events. Candidates accepted for this role will be e-mailed and texted on an as-needed basis. Shifts will range between 8:00 AM - 10:00 PM Monday - Friday and 10:00 AM - 7:00 PM Saturday and Sunday. 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. POSITION RESPONSIBILITIES WHAT DOES A DATA BREACH AGENT DO? We improve the customer's experience, providing exceptional solutions to simple requests. You will apply the latest customer service techniques and learn our account management systems while helping improve the customer experience during a difficult time. Our Data Breach Agents are responsible for the following tasks: Assist customers with service inquiries Learn the common requests and solutions Improve the customer's experience Utilize our service techniques and systems Escalate customer dissatisfaction to proper channels In addition to becoming the best in the business, you must be confident, fully engaged, a team player, and dedicated. You are also responsible for bringing a positive and enthusiastic outlook to work each day! CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? MCI provides all new employees with world-class training, encouraging all positive, driven, and confident applicants to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. Qualifications Must be 18 years of age or older Fluent in both English and Spanish High school diploma or equivalent Excellent organizational, written, and oral communication skills The ability to type swiftly and accurately (20+ words a minute) Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) Basic understanding of Windows operating systems Highly reliable with the ability to maintain regular attendance and punctuality The ability to evaluate, troubleshoot, and follow up on customer issues An aptitude for conflict resolution, problem solving, and negotiation Must be customer service oriented (empathetic, responsive, patient, and conscientious) 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 prevalent Excellent interpersonal skills and the ability to build relationships with your team and customers 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 ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. 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 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: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VI