Customer Service Representative Job Cape Town area,South Africa,Customer Service/HelpDesk

Position: CUSTOMER SERVICE REPRESENTATIVE (Full-Time & Part-Time)

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for Customer Service Representative to support inbound customer service, help desk, technical support, and back-office processing representatives for commercial and public sector support positions. In this roles, you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries and professionally represent some of the most recognizable brands in the world. Candidates should have excellent communication skills, willing to learn on the job, and be highly reliable.

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.

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POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

Handle inbound and outbound contacts in a courteous, timely, and professional manner

Listen to customers, understand their needs, and resolve customer issues

Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable

Follow the processes of the Client program and perform all 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

Appropriately escalate customer issues with the managerial team

Escalate customer issues to the appropriate staff and managerial for resolution as needed.

Ensure first call resolution through problems solving and effective call handling

Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes

Adhere to all attendance and work schedule requirements

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:

National Senior Certificate (NSC) or an equivalent high school qualification.

High school diploma or equivalent

Experience with data-entry utilizing a computer

The ability to read and speak English fluently

Have a wired, high-speed internet connection (Download speed of 20

Mbps+)

Excellent organizational, written, and oral communication skills

The ability to type swiftly and accurately (20+ words a minute)

Ability to work regularly scheduled shifts within our hours of operation including the training period.

Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications

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 (Not Required)

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

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

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. (Does not apply in Canada)

COMPENSATION DETAILS

WANT AN…


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