Bilingual Customer Service Representative

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.

We’re hiring  Bilingual Customer Service Representatives to join our growing team and support  inbound customer service ,  help desk , and  back-office operations for both  commercial clients and  public sector programs .

In this role, you’ll handle  inbound inquiries , assist with  product and process-related questions , and troubleshoot  basic technical issues all while representing some of the  most recognized brands in the world . If you’re a strong communicator with a passion for helping others, we want to hear from you!

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 and outbound calls in a courteous and professional manner
• Resolve customer issues with first-call resolution strategies
• Research and coordinate with internal departments to resolve inquiries
• Accurately document customer interactions and claims in CRM systems
• Use internal knowledge bases and training to answer questions confidently
• Follow all required scripts, policies, and confidentiality protocols
• Escalate complex issues to supervisors when needed
• Stay current on program updates through training and team meetings
• Meet all 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 18 years or older
• High school diploma or equivalent
• Excellent written and verbal communication skills
• Ability to type 20+ words per minute
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Strong problem-solving, conflict resolution, and customer service skills
• Able to multi-task, stay focused, and work independently
• Team-oriented with a positive, customer-first mindset
• Comfortable in a fast-paced, dynamic environment

• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support
• Experience working on state or federal programs