Dedicated Customer Experience Specialist

1 week ago

Biñan, Calabarzon, Philippines beBeeCustomer Full time $45,000 - $65,000

**Customer Service Associate Role**

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of clients.

We're seeking a passionate individual who is dedicated to delivering exceptional customer service across multiple communication channels, including phone, email, and chat.

As a Customer Service Associate, you'll support a diverse client base by resolving inquiries, troubleshooting issues, and ensuring a seamless customer experience.

Key Responsibilities:

  • Handle inbound and outbound calls with professionalism and empathy.
  • Respond to customer inquiries via phone, email, and chat.
  • Understand customer needs and provide accurate, timely solutions.
  • Research internal systems to resolve issues and coordinate 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.

**Required Skills and Qualifications:**

  • Fluent in English and Spanish (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.

**Benefits Package:**

  • HMO Coverage plus a dependent.
  • Dental Coverage.
  • Free meal during training.
  • Career growth and learning opportunities.

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