Bilingual Call Center Representatives

Company Overview Mphasis applies next-generation technology to help enterprises transform businesses globally.
Customer centricity guides its work to create digital experiences for clients and their customers.
We are seeking dedicated, customer-focused Bilingual Call Center Representatives (English/Spanish) to join our growing team in Boca Raton, FL.
In this role, you will serve as the primary point of contact for our customers, handling inbound inquiries, resolving issues, and delivering exceptional service.
For this bilingual role, you will seamlessly switch between English and Spanish to assist a diverse customer base.

Key Responsibilities
Customer Service & Support Inbound Call Handling: Promptly answer incoming customer calls with a professional, friendly tone, ensuring low wait times and high customer satisfaction. Issue Resolution: Diagnose, troubleshoot, and resolve customer complaints, billing queries, and service issues on the first contact whenever possible. Multi-Channel Communication: Respond to customer queries efficiently across phone, live chat, email, and digital messaging channels. Escalation Handling: Identify complex or sensitive issues that require higher-tier support and route/escalate them to team leads or specialized departments with detailed notes. Bilingual Responsibilities (Spanish/English) Seamless Language Switching: Assist callers in fluent English or Spanish, maintaining equal accuracy, empathy, and professional terminology in both languages. Translation & Verification: Accurately explain account details, terms, billing statements, and procedures to Spanish-speaking customers. Localization Feedback: Provide feedback to management on language barriers, common translation needs, or specific preferences within the local bilingual customer base in Boca Raton and Dallas. Account Administration & Data Entry CRM Documentation: Record comprehensive, clear, and accurate notes in the Customer Relationship Management (CRM) database for every interaction. Account Updates: Process address updates, payment processing, subscription changes, order cancellations, and account status changes accurately. Data Verification: Confirm caller identity and adhere strictly to security protocols (HIPAA/PCI compliance/data privacy rules) before disclosing sensitive account information. Performance & Quality Assurance KPI Metrics: Consistently meet or exceed individual and team performance metrics, including First Call Resolution (FCR), Average Handle Time (AHT), Quality Assurance (QA) scores, and Customer Satisfaction (CSAT) ratings. Continuous Improvement: Participate actively in regular quality monitoring feedback sessions, team huddles, and ongoing training modules. Punctuality & Schedule Adherence: Maintain reliable attendance and adhere to assigned shift schedules, including breaks, lunches, and meeting times. Qualifications & Requirements

Education:
High School Diploma or equivalent required.

Experience:
1years of call center, customer service, or client support experience preferred. Language

Skills:
Bilingual Role requires native or professional fluency in both English and Spanish (verbal assessment required). Technical

Skills:
Basic computer literacy, typing speed of 35WPM, and familiarity with CRM systems or multi-line phone systems. Soft

Skills:
Outstanding active listening, strong problem-solving ability, patience, and clear communication skills. Location Availability: Must reside in or near Boca Raton, FL and be able to commute to the local office/facility as required.
Pay:$17.00
- $22.00 per hour

Benefits:
401(k) Dental insurance Health insurance Vision insurance Work

Location:
In person.