Multilingual Customer Experience Specialist

Job Overview:

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Our team 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. In this role, you'll support a diverse client base by resolving inquiries, troubleshooting issues, and ensuring a seamless customer experience in both Spanish and English.

If you're empathetic, responsive, and thrive in a fast-paced environment, this is your opportunity to grow with a team that values your skills and dedication.

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.

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 and Benefits:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

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

Physical Requirements:

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.

Conditions of Employment:

• 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.
• Must be willing to submit to drug screening.

Equal Opportunity Employer:

At MCI, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on a person's merit and qualifications.