MCI is a fast‑growing tech‑enabled business services company with a strong call‑center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions to a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.
Key Responsibilities
* Handle 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 Qualifications
* 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.
* 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.
Conditions of Employment
* Must be authorized to work in the country where the job is based.
* Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on the results.
* Must be willing to submit to drug screening; job offers are contingent on the results.
Compensation & Benefits
* Competitive base pay based on experience.
* HMO health coverage and dental coverage.
* Performance and loyalty bonuses.
* Meal allowance during training; additional allowances for rice, clothing, laundry and meals.
* Employee shuttle services and company retreats/off‑site events.
* Other in‑office rewards, raffles, recognition gifts, and treats.
Physical Requirements
This role is performed in a professional office environment. The employee will be largely sedentary, required to sit/stand for long periods while using a computer and telephone headset, and may occasionally need to move within the office, reach in any direction, and lift or move objects up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by qualified applicants or employees with a disability, unless such accommodations cause undue hardship. Employees may contact Human Resources for accommodation requests.
Diversity and Equality
MCI maintains a work environment free from discrimination. All employment decisions are based on merit and qualifications, and all employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI does not tolerate discrimination or harassment based on any protected characteristic. The company is committed to providing reasonable accommodation for qualified employees with disabilities.
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