Remote Bilingual Call Center Representative | Spanish-English

About the role

MCI is a tech-enabled business services company with a strong call center presence and operations in multiple countries. We provide CX, BPO, and XaaS solutions across various industries and are looking for bilingual Call Center Representatives fluent in English and Spanish.

Responsibilities

• Handle inbound and outbound calls professionally, empathetically, and efficiently.
• Listen actively to understand customer needs and provide accurate solutions.
• Manage accounts, process claims, and update records using internal systems.
• Follow scripts and procedures to ensure compliance and consistency.
• Escalate complex issues to supervisors.
• Maintain confidentiality and protect customer data.
• Stay updated with training materials, system updates, and product knowledge.
• Meet performance goals including first-call resolution and customer satisfaction.

Qualifications

• High school diploma or GED.
• Fluent in English and Spanish (spoken and written).
• Strong typing skills (20+ WPM) and data entry experience.
• Excellent communication, organization, and problem-solving abilities.
• Ability to work scheduled shifts, including weekends and holidays.
• Basic knowledge of Microsoft Office Suite and Windows applications.
• Reliable internet connection (20Mbps+ download speed) for remote roles.
• Customer-first mindset: empathetic, patient, and solution-oriented.
• Ability to multitask, self-manage, and thrive in a dynamic environment.
• Team-oriented with strong interpersonal skills.

About MCI (Parent Company)

MCI helps customers with business process outsourcing, staff augmentation, contact center customer services, and IT Services. It has subsidiaries in various countries and provides a range of services including BPO, BPM, ARM, and more. MCI is committed to fostering an inclusive environment and values diversity and equal opportunity.

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings, disability insurance, life insurance, and more.

Physical Requirements

This job operates in a professional office environment. 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 may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

MCI provides reasonable accommodations for qualified applicants and employees with disabilities unless such accommodations would cause undue hardship.

Diversity and Equality

MCI maintains a work environment free from discrimination and believes diversity benefits our employees, company, customers, and community. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.