Work-At-Home Bilingual Spanish Call Center Agent

MCI is a rapidly growing tech-enabled business services company delivering CX, BPO, and XaaS solutions across various industries with both on-site and remote contact centers. They are committed to career development and industry leadership.

Location: Manila, PH

Responsibilities

• Manage inbound and outbound calls with professionalism and empathy.
• Assist customers via phone, email, and live chat, ensuring timely and accurate responses.
• Understand customer needs and resolve issues efficiently.
• Research internal systems to locate missing information and collaborate with other departments as needed.
• Follow client-specific scripts, policies, and procedures.
• Use technology platforms to complete tasks and maintain accurate records.
• Escalate unresolved concerns to supervisors when necessary.
• Ensure first-contact resolution through effective problem-solving.
• Maintain confidentiality and comply with data protection standards.
• Stay current with training materials, system updates, and program changes.
• Meet attendance and scheduling expectations.
• Support additional duties as needed to meet business goals.

Requirements

• 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.

Benefits

• HMO Coverage plus a dependent.
• Dental Coverage with in-house assistance worth ₱5,000.
• Free meal during training.
• Career growth and learning opportunities.
• Allowances for rice, clothing, laundry, and meals.
• Performance and loyalty bonuses.
• Frequent disinfection and fogging of workplace.
• Opportunities for growth and promotion.
• Employee shuttle services.
• Company retreats and off-site events.
• Social skills development and networking.
• In-office rewards, raffles, recognition gifts, and treats.

Additional Information

• Candidates must be authorized to work in the country.
• Willing to submit to background/security investigation and drug screening.
• Physical requirements include sedentary work with long periods of sitting/standing, operating office equipment, and occasional movement or exertion up to 40 pounds.
• MCI provides reasonable accommodations for disabilities.
• MCI is committed to diversity and equal opportunity employment.