Work-at-Home Bilingual Spanish Call Center Agent

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. Join our team as a Work-at-Home Bilingual Spanish Call Center Agent and play a vital role in delivering exceptional customer service across phone, email, and chat. You’ll handle both inbound and outbound communications, resolve customer concerns, and provide accurate information all while working from the comfort of your home.We’re looking for professionals who are fluent in Spanish and English, empathetic, detail-oriented, and committed to creating positive customer experiences.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:Manage inbound and outbound calls with professionalism and empathy.Assist customers via phone, email, and live chat, ensuring timely and accurate responses.Understand customer needs and resolve issues efficiently.Research internal systems to locate missing information and collaborate with other departments as needed.Follow client-specific scripts, policies, and procedures.Use technology platforms to complete tasks and maintain accurate records.Escalate unresolved concerns to supervisors when necessary.Ensure first-contact resolution through effective problem-solving.Maintain confidentiality and comply with data protection standards.Stay current with training materials, system updates, and program changes.Meet attendance and scheduling expectations.Support additional duties as needed to meet business goals.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 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.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),