Bilingual Call Center Representative (FULL-TIME)

MCI; San Fernando; Sur place; PHP 246 000 - 335 000; Plein temps

Résumé du poste

MCI is seeking motivated bilingual (English/Spanish) Call Center Representatives to support inbound customer service and technical inquiries. You will assist diverse commercial and public sector clients, resolve product and billing questions, and troubleshoot basic issues while documenting interactions with accuracy.

The role requires at least a high school diploma, strong communication skills, typing 20 wpm, and basic computer knowledge.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Bilingual English/Spanish

Verbal communication

Written communication

Data entry

Typing 20 wpm

Multitasking

Reliability

Formation

High school diploma or equivalent

Outils

Microsoft Office

Description du poste

San Fernando, 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 seeking motivated and customer-focused Bilingual Call Center Representatives to join our growing team. 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.

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.

This is a full-time position with schedules that vary by client program.

CANDIDATE QUALIFICATIONS

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.

PREFERRED

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

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 hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest‑Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech‑enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid‑market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

CONDITIONS OF EMPLOYMENT

ALL MCI LOCATIONS

• Must be authorized to work in the country where the job is based.

SUBJECT TO THE PROGRAM AND LOCATION OF THE POSITION

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training compensation, promotion benefits , social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.