Spanish Bilingual Customer Service Representative
20 hours ago
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of its clients.
The company is seeking a highly motivated and dedicated Spanish Bilingual Call Center Associate who is passionate about delivering exceptional customer service across multiple communication channels including phone, email, and chat.
The ideal candidate will support a diverse client base by resolving inquiries, troubleshooting issues, and ensuring a seamless customer experience in both Spanish and English.
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.
- Support additional duties as needed to meet business objectives.
The ideal candidate for this position should possess the following 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.
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.
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck.
- 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 opportunities.
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