Descripción de la oferta
Position Overview
We are looking for a highly motivated and skilled Spanish-speaking Customer Service Representative to deliver exceptional support across phone, email, and chat. If you are fluent in Spanish and English, passionate about helping others, and thrive in a fast-paced environment, this is an opportunity to grow with a company that values your talent and dedication.
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.
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 fingerprint; job offer contingent on results.
Must be willing to submit to drug screening; offer contingent on results.
Compensation & Benefits
Competitive starting compensation based on experience.
HMO coverage plus a dependent.
Dental coverage and in‑house dental assistance.
Free meal during training.
Career growth and learning opportunities.
Allowances for rice, clothing, laundry, and meals.
Performance and loyalty bonuses.
Employee shuttle services.
Company retreats and off‑site events.
In‑office rewards, raffles, recognition gifts, and treats.
Diversity and Equal Opportunity
At MCI and its subsidiaries, we embrace differences and believe diversity benefits employees, customers, and the community. All aspects of employment are based solely on merit and qualifications. MCI maintains a discrimination‑free environment and provides reasonable accommodations for qualified employees with disabilities, consistent with the Americans with Disabilities Act.
Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and required to sit, stand, and operate a computer and telephone headset for long periods. The employee may occasionally need to move about the office, reach, lift or move objects up to forty (40) pounds, and use a computer and other office equipment such as a copier or printer.
Reasonable Accommodation
Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship.
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