Spanish Speaking Customer Service Representative

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’re looking for a highly motivated and skilled Spanish-speaking Customer Service Representative to join our team and deliver exceptional support across phone, email, and chat. If you're fluent in Spanish and English, passionate about helping others, and thrive in a fast-paced environment, this is your opportunity to grow with a company that values your talent and dedication.

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.

Responsibilities

• Handle inbound and outbound calls with professionalism, empathy, and efficiency.
• Respond to customer inquiries via phone, email, and chat in both Spanish and English.
• Understand customer needs and provide accurate, timely solutions.
• Research internal systems to resolve issues and collaborate with other departments as needed.
• Follow client-specific processes, scripts, and compliance protocols.
• Use technology platforms to manage accounts and document interactions.
• Escalate unresolved concerns to the appropriate team or supervisor.
• Ensure first-contact resolution through effective problem-solving.
• Stay current with training materials, system updates, and product knowledge.
• Maintain confidentiality and protect customer data.
• Meet attendance, schedule, and performance expectations.
• Support additional duties as needed to meet business goals.

Qualifications

• Must be 18 years or older.
• High school diploma or equivalent.
• Fluent in Spanish and English (spoken and written).
• Minimum 6 months of experience in voice, email, and chat support as a Spanish-speaking agent.
• Typing speed of 40+ WPM with 95% accuracy.
• Grammar assessment score ≥ 85% and comprehension score ≥ 90%.
• Strong written and verbal communication skills.
• Familiarity with Windows PC applications and ability to learn new systems.
• Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience with CRM platforms is a plus.
• Strong problem-solving, conflict resolution, and negotiation skills.
• Ability to multitask, self-manage, and adapt to change.
• Reliable with consistent attendance and punctuality.
• Flexibility to work shifts, including weekends and holidays.
• Team-oriented with excellent interpersonal skills.

Compensation & Benefits

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. 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 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
• 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 people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Compensation & Benefits That Fit Your Life

MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits may vary by geography, the core commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. The employee may occasionally move about the office to accomplish tasks and may exert up to forty (40) pounds.

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 results.
• Must be willing to submit to drug screening. Job offers are contingent on results.

Reasonable Accommodation

Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless it would cause undue hardship. For accommodations, please contact Human Resources.

Equal Opportunity Employer

All aspects of employment at MCI are based on merit and qualifications. MCI is an equal opportunity employer and prohibits discrimination. See the full policy for details.

About MCI

MCI helps customers take on CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences. MCI offers BPO, staff augmentation, contact center services, and IT services. The company has grown to include multiple subsidiaries and a large workforce serving diverse client partners.

The above job description provides a general overview and is not all-inclusive. MCI may request additional duties and reserves the right to revise this description at any time. This is not an employment contract, and either party may terminate employment at any time for any reason.

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