Spanish Speaking Customer Service Representative

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. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 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. Key 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. Candidate 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 We offer competitive starting compensation based on experience and a variety of benefits and incentives designed to grow with you over time: HMO Coverage plus a dependent (Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage). Dental coverage and in-house dental assistance worth ₱5,000. Free meal during training. Career growth and learning opportunities. 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. Social skill development and networking. Additional in‑office rewards, raffles, recognition gifts, and treats. Physical Requirements This job operates in a professional office environment. The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset. The employee will also operate office equipment such as copiers and printers. Occasionally, they may move about the office, reach, lift or move objects up to 40 pounds. Conditions of Employment Must be authorized to work in the country where the job is based. Must be willing to submit 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 Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations to qualified applicants or employees with a disability, unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. We will not tolerate discrimination or harassment based on any protected characteristic. About MCI 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 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 have previously made Inc. Magazine’s List of Fastest-Growing Companies 15 times, respectively. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, etc. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. #J-18808-Ljbffr