Pampanga, PH
Position Overview Job Title: Spanish Speaking Customer Service Representative (Multi-Platform)
Job Type: Full Time; Graveyard Shift
Location: San Fernando, Pampanga, Philippines (Onsite)
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.
We are seeking a highly skilled and motivated Spanish speaking customer service representative to join our team and provide outstanding support to our clients. The successful candidate will attend to inbound/outbound calls and provide support through various channels like phone, email, and chat services. Must be customer service oriented (empathetic, responsive, patient, and conscientious).
POSITION RESPONSIBILITIESKey Tasks And ResponsibilitiesReceive 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 problem 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.Candidate QualificationsMust 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.CONDITIONS OF EMPLOYMENTMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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.Compensation DetailsWe offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.
Physical RequirementsThis 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.
REASONABLE ACCOMMODATIONConsistent 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.
DIVERSITY AND EQUALITYAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.
DISCLAIMERThe 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.
REGARDING COVID-19As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.
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