Bilingual Customer Service Representative Talent Pool

Position Overview

Cape Town, ZA. MCI is a leading technology‑enabled business services company providing customer experience, business process outsourcing, and cloud technology solutions. We are seeking a Bilingual Customer Service Representative fluent in English and Spanish to deliver exceptional inbound/outbound support, troubleshoot basic technical issues, manage account requests, and recommend additional products and services.

The position is full‑time, entry‑level, on‑site with variable schedules that depend on the client program. Prior contact‑center experience is not required; experience in customer‑facing industries such as retail, hospitality, or service is welcomed. Comprehensive training is provided, with opportunities for advancement to Supervisor, Trainer, Quality Assurance, and Operations Management.

• 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.

• 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.
• Typing speed of at least 20 words per minute.
• Reliable wired high‑speed internet connection (minimum 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.

• 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.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on screening results.

This job operates in a…