Bilingual Call Center Professional

At MCI, we are seeking a highly skilled and motivated Bilingual Call Center Professional to join our team.

We are 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.

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)

Key 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.

We are looking for a highly motivated and dedicated individual who possesses the following qualities:

• Must be 18 years of age or older
• High school diploma or equivalent
• The ability to read and speak fluent Spanish and English
• 6 months voice, email, and chat support call center experience as a Spanish Agent
• 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

We offer a variety of benefits and incentives to support and reward our team members.

• HMO
• Full salary pay upon training
• Free meal during training
• Medical / Dental Coverage
• Career Growth and Learning
• Allowances (Rice, Clothing, Laundry, Meal)
• Performance & Loyalty Bonus
• Frequent disinfection, fogging of work place
• Opportunities for Growth & Promotion
• Employee shuttle services
• Company retreats and off-site events
• Meeting awesome people / honing your social skills / make new friends
• Plus more in-office rewards, raffles, recognition gifts, treats

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 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.

We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

We ensure clients do more for less by driving modernization through digitalization.