Call Center Representative (FULL-TIME)

Position Overview

Location: Cape Town, ZA

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions to a wide range of industries, including healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are seeking enthusiastic and customer‑focused Customer Service Representatives to join our team. In this role, you will provide exceptional support across inbound customer service, help desk, technical support, and back‑office functions for a variety of commercial and public sector clients. You will assist customers with product and service inquiries, troubleshoot basic technical issues, resolve account‑related concerns, and represent some of the world's most recognized brands with professionalism and care.

Job Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner.
• Listen actively to customers, identify their needs, and provide accurate solutions to resolve inquiries.
• Troubleshoot basic technical issues and assist customers with products, services, billing, and account‑related questions.
• Research and gather information across multiple systems to resolve customer concerns or coordinate with other departments when necessary.
• Process customer requests, claims, and account updates accurately while maintaining detailed documentation.
• Utilize company systems, technology, and knowledge resources to effectively manage customer accounts.
• Follow all client‑specific processes, scripts, policies, and compliance requirements.
• Escalate complex customer concerns to the appropriate departments or management team when required.
• Strive to achieve first‑contact resolution through effective problem‑solving and communication.
• Protect confidential and personal customer information by adhering to company policies and data privacy standards.
• Participate in ongoing training sessions, team meetings, and development activities to stay current with products, systems, and processes.
• Meet established performance, quality, attendance, and schedule adherence expectations.
• Contribute to a positive team environment while consistently delivering an outstanding customer experience.

Candidate Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Previous experience using computers for data entry and customer support activities.
• Excellent verbal and written communication skills in English.
• 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 applicable work‑from‑home positions.
• Strong organizational, time management, and multitasking skills.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Comfortable using Windows‑based applications and learning new software systems.
• Strong analytical and problem‑solving abilities with the confidence to troubleshoot customer concerns.
• Excellent conflict resolution, negotiation, and interpersonal skills.
• Customer‑focused with empathy, patience, professionalism, and a genuine desire to help others.
• Ability to thrive in a fast‑paced, constantly evolving environment.
• Dependable with excellent attendance and punctuality.
• Strong team player with a positive attitude and willingness to learn.
• Ability to work scheduled shifts, including the required training period.

Preferred Qualifications

• One year of experience in a contact centre environment supporting customer service, technical support, inside sales, back‑office operations, live chat, or administrative support.
• Previous experience supporting state or federal government programs is advantageous but not required.

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. 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 person's 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 MCI's 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 ordinances. MCI 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 characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's 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.

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