Remote Bilingual Customer Service Agent (Spanish)

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’re looking for a proactive and customer-focused Remote Bilingual Customer Service Agent fluent in Spanish and English to support a diverse range of client programs. In this role, you’ll engage with customers via phone, chat, and email resolving issues, answering questions, and delivering exceptional service across multiple channels.

If you’re a natural communicator with a passion for helping others and a knack for problem-solving, this is your opportunity to grow in a fast-paced, remote-friendly environment.

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:

- Handle inbound and outbound calls, chats, and emails with professionalism and empathy.

- Actively listen to customer concerns and provide accurate, timely solutions.

- Research and resolve account issues by coordinating with internal departments.

- Follow client-specific processes, scripts, and compliance protocols.

- Use CRM and support platforms to manage customer interactions and update records.

- Escalate unresolved issues to supervisors when necessary.

- Ensure first-contact resolution through effective troubleshooting and communication.

- Stay current with training materials, system updates, and product knowledge.

- Maintain confidentiality and protect customer data.

- Meet attendance, schedule, and performance expectations.

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 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.

- Strong written and verbal communication skills.

- Typing speed of 40+ WPM with 95% accuracy.

- Grammar assessment score ≥ 85% and comprehension score ≥ 90%.

- 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 .

Preferred Qualifications
- Experience in customer service, technical support, or administrative roles in a contact center environment.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized