Work-at-Home Customer Service Representative

Job Description

We are seeking a highly skilled and experienced bilingual customer service representative to join our team. As a Work-at-Home Bilingual Spanish Call Center Agent, you will be responsible for providing exceptional customer service to clients across phone, email, and chat channels. You will handle both inbound and outbound communications, resolve customer concerns, and provide accurate information all while working from the comfort of your home.

Your primary goal will be to deliver timely and effective solutions to customers' inquiries, ensuring high levels of satisfaction and loyalty. To achieve this, you must possess excellent communication skills, both verbal and written, as well as strong problem-solving and conflict resolution abilities.

In addition to your exceptional customer service skills, you should have a minimum of 6 months of experience in voice, email, and chat support as a Spanish-speaking agent. A typing speed of 40+ WPM with 95% accuracy is also required, along with grammar assessment scores of ≥85% and comprehension scores of ≥90%.

You will be an integral part of our team, working closely with colleagues to ensure seamless delivery of services and consistent quality standards. If you are a motivated and dedicated individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.

Responsibilities:

• Manage inbound and outbound calls with professionalism and empathy.
• Assist customers via phone, email, and live chat, ensuring timely and accurate responses.
• Understand customer needs and resolve issues efficiently.
• Research internal systems to locate missing information and collaborate with other departments as needed.
• Follow client-specific scripts, policies, and procedures.
• Use technology platforms to complete tasks and maintain accurate records.
• Escalate unresolved concerns to supervisors when necessary.
• Ensure first-contact resolution through effective problem-solving.
• Maintain confidentiality and comply with data protection standards.
• Stay current with training materials, system updates, and program changes.
• Meet attendance and scheduling expectations.
• Support additional duties as needed to meet business goals.

Required Skills and Qualifications:

To be successful in this role, you will need to possess the following skills and qualifications:

• Florentine level of fluency in English and Spanish.
• At least 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 scores of ≥85% and comprehension scores of ≥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:

We offer a comprehensive benefits package that includes:

• HMO coverage plus a dependent.
• Dental coverage.
• Free meal during training.
• Career growth and learning opportunities.
• Allowances for rice, clothing, laundry, and meals.
• Performance and loyalty bonuses.
• Frequent disinfection and fogging of workplace.
• Opportunities for growth and promotion.
• Employee shuttle services.
• Company retreats and off-site events.
• Sharpen your social skills while meeting awesome people and making new friends.
• Plus, more in-office rewards, raffles, recognition gifts, and treats.

Others:

We strive to create a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

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.