Bilingual Call Center Representative (FULL-TIME)

LOCATION

Sydney NS

POSITION OVERVIEW

At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry-leading organization.

We are seeking motivated and customer-focused Bilingual Call Center Representatives to join our growing this role you will support inbound customer service and technical support programs for a diverse portfolio of commercial and public sector clients. You will assist customers in both English and Spanish by resolving inquiries troubleshooting basic technical issues processing account requests and delivering an exceptional customer experience.

As the first point of contact you will build positive customer relationships through professional communication active listening and effective problem-solving. This is a full-time position with schedules that vary by client program.

Whether you are beginning your career or bringing previous customer service experience we provide industry-leading training and opportunities for advancement into roles such as Supervisor Trainer Quality Assurance and Operations Management.

To be considered for this position you must complete a full application on our company careers page including screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound customer interactions in English and Spanish professionally and efficiently.
• Resolve customer inquiries related to products services billing and account management.
• Troubleshoot basic technical issues and provide step-by-step solutions.
• Accurately document customer interactions and update account information.
• Utilize internal systems and knowledge resources to resolve customer concerns.
• Maintain confidentiality of customer information.
• Escalate complex issues when appropriate.
• Meet established quality productivity and customer satisfaction goals.
• Participate in ongoing training and development programs.
• Adhere to attendance and schedule requirements.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Fluent in both English and Spanish.
• Strong verbal and written communication skills.
• Basic computer proficiency and data entry experience.
• Ability to type at least 20 words per minute.
• Working knowledge of Microsoft Office applications.
• Strong problem-solving and customer service skills.
• Ability to multitask in a fast-paced environment.
• Reliable dependable and team-oriented.

Preferred

• One year of customer service or contact centre experience.
• Previous experience supporting bilingual customer service programs.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70) and Temporary and Administrative Professional Staffing (TAPS Schedule 736) Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to mid-market Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC Aqua EastWest BPO TeleTechnology and Vinculum.

POSITION OVERVIEW

At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry-leading organization.

We are seeking motivated and customer-focused Bilingual Call Center Representatives to join our growing this role you will support inbound customer service and technical support programs for a diverse portfolio of commercial and public sector clients. You will assist customers in both English and Spanish by resolving inquiries troubleshooting basic technical issues processing account requests and delivering an exceptional customer experience.

As the first point of contact you will build positive customer relationships through professional communication active listening and effective problem-solving. This is a full-time position with schedules that vary by client program.

Whether you are beginning your career or bringing previous customer service experience we provide industry-leading training and opportunities for advancement into roles such as Supervisor Trainer Quality Assurance and Operations Management.

To be considered for this position you must complete a full application on our company careers page including screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound customer interactions in English and Spanish professionally and efficiently.
• Resolve customer inquiries related to products services billing and account management.
• Troubleshoot basic technical issues and provide step-by-step solutions.
• Accurately document customer interactions and update account information.
• Utilize internal systems and knowledge resources to resolve customer concerns.
• Maintain confidentiality of customer information.
• Escalate complex issues when appropriate.
• Meet established quality productivity and customer satisfaction goals.
• Participate in ongoing training and development programs.
• Adhere to attendance and schedule requirements.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Fluent in both English and Spanish.
• Strong verbal and written communication skills.
• Basic computer proficiency and data entry experience.
• Ability to type at least 20 words per minute.
• Working knowledge of Microsoft Office applications.
• Strong problem-solving and customer service skills.
• Ability to multitask in a fast-paced environment.
• Reliable dependable and team-oriented.

Preferred

• One year of customer service or contact centre experience.
• Previous experience supporting bilingual customer service programs.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• 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.

PHYSICAL REQUIREMENTS

This 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. 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

Consistent 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries we embrace differences and believe diversity benefits our employees company customers and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs addition MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

PHYSICAL REQUIREMENTS

This 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. 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

Consistent 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

Required Experience:

Unclear Seniority

Employment Type : Full-Time
Experience: years
Vacancy: 1