Bilingual Customer Service Representative

1 week ago

Wichita, Kansas, United States MCI Careers Full time
Job Title: Bilingual Inbound Customer Service Representative

Job Summary:

MCI is seeking a highly motivated and customer-focused Bilingual Inbound Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences through inbound calls, emails, and chats. You will work closely with our clients to resolve customer issues, provide product information, and ensure customer satisfaction.

Key Responsibilities:

  • Handle inbound calls, emails, and chats in a professional and courteous manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Research systems to find missing information and coordinate with other departments to resolve issues
  • Follow client processes and perform tasks in a courteous and professional manner
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues with the managerial team

Requirements:

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Basic understanding of Windows operating system
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem-solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications:

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience

What We Offer:

  • Competitive starting compensation
  • Regular raises and promotions based on performance
  • Paid time off and holidays
  • Full benefits package
  • Opportunities for advancement and professional growth
  • A fun and engaging work environment

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.

Conditions of Employment:

  • Must be authorized to work in the country where the job is based
  • 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

Equal Opportunity Employer:

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment where all employees feel valued and empowered to succeed.

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