Bilingual Customer Service Representative (FULL-TIME)

MCI Careers•Westmount, NS

21h•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, scalability, and cost-efficiency. MCI is dedicated to creating an environment where professionals can build careers, access ongoing learning and development, and contribute to a leading global organization. We are looking for enthusiastic Bilingual Customer Service Representatives, fluent in English and Spanish, to provide exceptional customer support for inbound service programs. Responsibilities include assisting with product/service inquiries, troubleshooting basic technical issues, managing account requests, and identifying opportunities for additional sales. As the primary contact for clients' customers, you will foster strong relationships through professional, efficient, and empathetic service. This is a full-time, entry-level, on-site position with variable schedules based on client programs. Prior contact center experience is not necessary; candidates with customer-facing experience in retail, hospitality, or restaurants are encouraged to apply. Comprehensive training is provided, along with career advancement opportunities into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management. To be considered, a full application on the company careers page, including screening questions and a pre-employment test, is required.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent.
Fluent in both English and Spanish, with excellent verbal and written communication skills.
Experience using computers for data entry and customer support activities.
Ability to type accurately at a minimum of 20 words per minute.
Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for work-from-home programs where applicable.
Strong organizational, communication, and time management skills.
Basic proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
Comfortable working with Windows-based applications and learning new software systems.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent conflict resolution and interpersonal skills.
Customer-focused with empathy, patience, professionalism, and a genuine passion for helping others.
Ability to multitask, remain organized, and work independently in a fast-paced environment.
Dependable with excellent attendance and punctuality.
Strong team player who thrives in a collaborative environment.
Ability to work scheduled shifts, including the required training period.
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.
Must be willing to submit to drug screening.

Nice To Haves

One year of experience in customer service, technical support, inside sales, back-office operations, live chat, administrative support, or a contact centre environment.
Previous experience supporting state or federal government programs is advantageous but not required.
Experience in retail, hospitality, food service, or other customer-facing roles is highly valued.

Responsibilities

Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
Deliver outstanding customer service in both English and Spanish.
Listen carefully to customers, identify their needs, and provide effective solutions.
Troubleshoot basic technical issues and assist customers with products, services, billing, and account-related inquiries.
Build strong customer relationships through professional and empathetic communication.
Identify opportunities to recommend additional products and services when appropriate.
Utilize company systems and technology to manage customer accounts and complete account-related tasks.
Accurately document customer interactions, requests, and claims in company systems.
Follow all client-specific processes, scripts, policies, and compliance requirements.
Use available knowledge bases and training resources to provide accurate information.
Protect confidential and personal customer information in accordance with company policies.
Escalate complex customer concerns to the appropriate department or management team when necessary.
Strive to achieve first-contact resolution through effective problem-solving and communication.
Participate in ongoing training sessions, team meetings, and coaching opportunities to remain current on products, systems, and processes.
Meet established quality, productivity, attendance, and schedule adherence expectations.