Remote Bilingual Customer Service Agent (Spanish)

MCI Copenhagen, Capital Region of Denmark, Denmark

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MCI Copenhagen, Capital Region of Denmark, Denmark

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Manila, PH

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Seeking a proactive and skilled Remote Bilingual Customer Service Agent (Spanish) to support our diverse client base. Responsibilities include handling inbound/outbound calls and responding via chat and email. Candidates must be fluent in both English and Spanish and possess strong interpersonal skills with a customer-service mindset.

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.

Key Responsibilities

Receive inbound and outbound calls in a courteous, timely, and professional manner

Listen, understand customer needs, and resolve any concerns

Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable

Follow the processes of the Client program and perform all tasks in a courteous and professional manner

Utilize systems and technology to complete tasks

Follow all required scripts, policies, and procedures

Utilize knowledge base and training to accurately answer customer requests.

Comply with requirements surrounding confidential information and personal information

Appropriately escalate customer concerns with the managerial team

Ensure 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 processes

Adhere to all attendance and work schedule requirements

Attend to other essential duties related to the position to meet the ongoing needs of the company.

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 of age or older

High school diploma or equivalent

The ability to read and speak fluent Spanish and English

6 months voice, email, and chat support call center experience as a Spanish Agent

Excellent organizational, written, and oral communication skills

Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications

Basic 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 issues

An aptitude for conflict resolution, problem solving and negotiation

Ability to multi-task, stay focused, and self-manage

Strong team orientation and customer focus

The ability to thrive in a fast-paced environment where change and ambiguity are prevalent

Excellent interpersonal skills and the ability to build relationships with your team and customers

Highly reliable with the ability to maintain regular attendance and punctuality

Flexibility to work in shifts, including weekends and holidays

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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy

HMO plus dependent and Dental coverage

Free meal during training

Career growth and learning

Allowances (Rice, Clothing, Laundry, Meal)

Performance and loyalty bonuses

Frequent disinfection, fogging of workplace

Opportunities for growth and promotion

Employee shuttle services

Company retreats and off-site events

Sharpen your social skills while meeting awesome people and making new friends

Plus, more in-office rewards, raffles, recognition gifts, and treats!

Compensation & Benefits That Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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.

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.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

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.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

Seniority level Seniority level Entry level

Employment type Employment type Full-time

Job function Job function Other

Industries Outsourcing and Offshoring Consulting

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