Bilingual Call Center Representative

LOCATIONManila, PHPOSITION OVERVIEWMCI 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 looking for a dedicated and experienced remote Bilingual Call Center Representative to deliver exceptional service and support across phone, email, and chat channels. The ideal candidate must be fluent in both English and Spanish and demonstrate a strong customer-first mindset, be empathetic, responsive, patient, and attentive to client needs.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 RESPONSIBILITIESKey Responsibilities:Receive inbound and outbound calls in a courteous, timely, and professional mannerListen, understand customer needs, and resolve any concernsResearch systems to find missing information as applicable; coordinate with other departments to resolve issues as applicableFollow the processes of the Client program and perform all tasks in a courteous and professional mannerUtilize systems and technology to complete tasksFollow all required scripts, policies, and proceduresUtilize knowledge base and training to accurately answer customer requests.Comply with requirements surrounding confidential information and personal informationAppropriately escalate customer concerns with the managerial teamEnsure first call resolution through problems solving and effective call handling Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirements Attend to other essential duties related to the position to meet the ongoing needs of the company.CANDIDATE QUALIFICATIONSWONDER 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 yearsof age or olderHigh school diploma or equivalentThe ability to read and speak fluent Spanish and English6 months voice, email, and chat support call center experience as a Spanish AgentExcellent organizational, written, and oral communication skillsFamiliarity with a computer, Windows PC applications and ability to learn new and complex computer system applicationsBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)Grammar Assessment passing score > 85%Excellent comprehension skills score > 90%Knowledge of CRM platforms will be advantageous The ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationAbility to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersHighly reliable with the ability to maintain regular attendance and punctualityFlexibility to work in shifts, including weekends and holidaysABOUT 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 ens