Bilingual Contact Center Representative (Full-Time)

About the role

MCI is seeking bilingual Contact Center Representatives to support inbound and outbound customer service, sales, and account support for various clients. The ideal candidate should have experience in customer service, technical support, inside sales, back-office, chat, or administrative support.

Responsibilities

• Handle inbound and outbound calls in a courteous, timely, and professional manner
• Listen actively to understand customer needs and provide accurate solutions
• Use internal systems to manage accounts, process claims, and update records
• Identify sales opportunities and apply upselling techniques when appropriate
• Research and resolve complex issues, coordinating with other departments as needed
• Follow all required scripts, policies, and procedures
• Escalate unresolved or sensitive issues to the appropriate team or supervisor
• Stay current on program updates by attending training and reviewing materials
• Meet performance goals and adhere to attendance and schedule requirements

Qualifications

• Must be 18 years or older
• High school diploma or equivalent required
• Strong written and verbal communication skills
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Reliable and punctual with strong time management skills
• Skilled in conflict resolution, problem-solving, and customer empathy
• Able to multi-task, stay focused, and work independently
• Team-oriented with a strong customer-first mindset
• Comfortable working in a fast-paced, dynamic environment

Conditions of Employment

• 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