Spanish Speaking Customer Service Representative

Position OverviewMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.We’re looking for a highly motivated and skilled Spanish-speaking Customer Service Representative to join our team and deliver exceptional support across phone, email, and chat. If you're fluent in Spanish and English, passionate about helping others, and thrive in a fast-paced environment, this is your opportunity to grow with a company that values your talent and dedication. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.Key ResponsibilitiesHandle inbound and outbound calls with professionalism, empathy, and efficiency.Respond to customer inquiries via phone, email, and chat in both Spanish and English.Understand customer needs and provide accurate, timely solutions.Research internal systems to resolve issues and collaborate 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 goals.Candidate QualificationsMust 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 DetailsAt 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. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.What You Can Expect From MCIHMO Coverage plus a dependent.Dental Coverage: In-house dental assistance worth ₱5,000, giving you easier access to quality care.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.Sharpen your social skills while meeting awesome people and making new friends.Plus, more in-office rewards, raffles, recognition gifts, and treatsRank & File: ₱100,000 coverageSupervisors/Managers: ₱120,000 coveragePhysical RequirementsThis 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.Conditions of EmploymentMust be authorized to work in the country where the job is based.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.Reasonable AccommodationConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.Equal Opportunity EmployerAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains 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.MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations and ordinances where an employee works.The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.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.#J-18808-Ljbffr