Bilingual Call Center Representative (FULL-TIME)

Job Description

Job Description

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 seeking motivated and customer-focused Bilingual Call Center Representatives to join our growing team. In this role, you will support inbound customer service and technical support programs for a diverse portfolio of commercial and public sector clients. You will assist customers in both English and Spanish by resolving inquiries, troubleshooting basic technical issues, processing account requests, and delivering an exceptional customer experience.

As the first point of contact, you will build positive customer relationships through professional communication, active listening, and effective problem-solving. This is a full-time position with schedules that vary by client program.

Whether you are beginning your career or bringing previous customer service experience, we provide industry-leading training and opportunities for advancement into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Handle inbound customer interactions in English and Spanish professionally and efficiently.
• Resolve customer inquiries related to products, services, billing, and account management.
• Troubleshoot basic technical issues and provide step-by-step solutions.
• Accurately document customer interactions and update account information.
• Utilize internal systems and knowledge resources to resolve customer concerns.
• Maintain confidentiality of customer information.
• Escalate complex issues when appropriate.
• Meet established quality, productivity, and customer satisfaction goals.
• Participate in ongoing training and development programs.
• Adhere to attendance and schedule requirements.

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 at least 18 years of age.
• High school diploma or equivalent.
• Fluent in both English and Spanish.
• Strong verbal and written communication skills.
• Basic computer proficiency and data entry experience.
• Ability to type at least 20 words per minute.
• Working knowledge of Microsoft Office applications.
• Strong problem-solving and customer service skills.
• Ability to multitask in a fast-paced environment.
• Reliable, dependable, and team-oriented.

• One year of customer service or contact centre experience.
• Previous experience supporting bilingual customer service programs.