Bilingual Contact Center Representative (Full-Time & Part-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. This entry-level position involves handling customer inquiries, resolving issues, identifying upselling opportunities, and staying updated on program changes.

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 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
• Willingness to submit up to a LEVEL II background and/or security investigation with a fingerprint
• Job offers are contingent on background/security investigation results
• Willingness to submit to drug screening
• Job offers are contingent on drug screening results