Call Center Representative (FULL-TIME) - Talent Pool

Cape Town, ZA

POSITION OVERVIEW 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 across 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.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

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.

Whether you are starting your career or looking to build on your customer service experience, this is an excellent opportunity to grow within a supportive environment. We provide comprehensive, industry-leading training and offer clear career progression opportunities into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• POSITION RESPONSIBILITIES

Key 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 WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All Positive, And Driven Applicants Are Encouraged To Apply. The Ideal Candidates For This Position Are Highly Motivated And Dedicated And Should Possess The Below Qualities:

• 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

• 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.

ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Preferred

• 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 All MCI Locations

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

Subject to the program and location of the position *