Job Specifications
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’re looking for a highly motivated and skilled Spanish-speaking Customer Service Representative to join our team and deliver exceptional support across phone, email, and chat. If you're fluent in Spanish and English, passionate about helping others, and thrive in a fast-paced environment, this is your opportunity to grow with a company that values your talent and dedication.
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 RESPONSIBILITIES
Key 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.
Candidate Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
Qualifications
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.
Compensation Details
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 Coverage plus a dependent
Rank & File: ₱100,000 coverage
Supervisors/Managers: ₱120,000 coverage
Dental Coverage
In-house dental assistance worth ₱5,000, giving you easier access to quality care
Free meal during training
Career growth and learning
Allowances for rice, clothing, laundry and meals
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 emp
About the Company
CONTACT CENTER SERVICES INNOVATIVE, HIGH-PERFORMANCE SOLUTIONS THAT WORK Mass Markets executes domestic omni-channel, inbound and outbound contact center services on behalf of some of the most recognizable brands in the world. As an industry leader with deep expertise in managing interactions across the customer lifecycle, Mass Markets connects customer service, inside sales, market research, automated customer contact and back-office business processes into comprehensive, flexible solutions. Servicing a range of industries,...
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