Bilingual Call Center Representative

LOCATION Manila, PH POSITION OVERVIEW MCI 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 are looking for a dedicated and experienced remote Bilingual Call Center Representative to deliver exceptional service and support across phone, email, and chat channels. The ideal candidate must be fluent in both English and Spanish and demonstrate a strong customer-first mindset, be empathetic, responsive, patient, and attentive to client needs. 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. POSITION RESPONSIBILITIES Key Responsibilities: - Receive inbound and outbound calls in a courteous, timely, and professional manner - Listen, understand customer needs, and resolve any concerns - Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable - Follow the processes of the Client program and perform all tasks in a courteous and professional manner - Utilize systems and technology to complete tasks - Follow all required scripts, policies, and procedures - Utilize knowledge base and training to accurately answer customer requests. - Comply with requirements surrounding confidential information and personal information - Appropriately escalate customer concerns with the managerial team - Ensure first call resolution through problems solving and effective call handling - Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes - Adhere to all attendance and work schedule requirements - Attend to other essential duties related to the position to meet the ongoing needs of the company. CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: - Must be 18 years of age or older - High school diploma or equivalent - The ability to read and speak fluent Spanish and English - 6 months voice, email, and chat support call center experience as a Spanish Agent - Excellent organizational, written, and oral communication skills - Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications - Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) - The ability to type swiftly and accurately (40+ words a minute with 95% accuracy) - Grammar Assessment passing score > 85% - Excellent comprehension skills score > 90% - Knowledge of CRM platforms will be advantageous - The ability to evaluate, troubleshoot, and follow-up on customer issues - An aptitude for conflict resolution, problem solving and negotiation - Ability to multi-task, stay focused, and self-manage - Strong team orientation and customer focus - The ability to thrive in a fast-paced environment where change and ambiguity are prevalent - Excellent interpersonal skills and the ability to build relationships with your t