145 Call Center Professionals jobs in Cape Town

* Fluent in English and Afrikaans

*Excellent communication and attention to detail

*Previous call center experience and advantage

*Matric

*Excellent computer skills

*NB- Fast paced and must be able to work under pressure

5 Days out of 7 shift rotation & weekends

Job Type: Part-time

Work Location: In person

Overview

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 seeking a motivated and customer-focused Collections Agent to support a leading global provider of media, technology, and connectivity services. The client delivers a wide range of entertainment and internet solutions to residential and commercial customers across markets. In this role, you will be responsible for managing overdue customer accounts , initiating contact to resolve outstanding balances , and negotiating payment arrangements . You’ll play a vital role in maintaining financial performance while ensuring a respectful and compliant approach to collections in line with industry regulations.

Start Dates: 20th October 2025 | 24th November 2025

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

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.

Compensation Commensurate

• Contact customers with overdue accounts via phone, email, or other communication channels.
• Negotiate and establish payment plans that align with company policies and customer capabilities.
• Monitor and follow up on payment arrangements to ensure timely resolution.
• Maintain accurate records of customer interactions, payment agreements, and account status.
• Collaborate with internal departments to resolve billing discrepancies and escalate complex cases.
• Ensure compliance with federal, state, and local collection laws and regulations.
• Provide exceptional customer service while maintaining a firm but respectful approach.
• Meet or exceed monthly collection targets and performance metrics.

• Must be at least 18 years of age .
• A valid Matric Certificate .
• A clear criminal record is required.
• Minimum of 6 months’ experience in collections , billing, or a related customer service role.
• Solid understanding of billing systems and collection procedures.
• Exceptional communication and interpersonal skills .
• Ability to manage challenging customer interactions with empathy, patience, and professionalism.
• Comfortable working with computer systems and collection software .
• Typing speed of 45+ words per minute with high accuracy.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication abilities.
• Proven negotiation and problem-solving capabilities.
• Results-driven with a strong focus on meeting performance targets.
• Skilled in evaluating and resolving customer issues effectively.
• Conflict resolution and critical thinking aptitude.
• Customer-centric mindset with a responsive and conscientious approach.
• Ability to multitask, stay focused, and manage time independently.
• Adaptability to thrive in a dynamic, fast-paced environment.
• Strong team collaboration and relationship-building skills.
• Dependable and punctual with a commitment to consistent attendance.

What You Can Expect from MCI: We offer compensation and benefits packages designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Annual Leave : Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits : After probation, employees qualify for Medical Insurance covering general practitioners, chronic medication, basic dental and optical care, and emergency services.
• Career Growth : Internal promotions and clear pathways for advancement across departments.
• Paid Training : Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment : Collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code : Relaxed dress policy.

Compensation & Benefits that Fit Your Life MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography, but the core commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

This job operates in a professional office environment. 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 regularly operate a computer and other office equipment. Occasional movement within the office may be required, including reaching, lifting up to forty (40) pounds.

• 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.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations upon request by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. For needs, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on 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 will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not discriminate based on 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, or any other characteristic protected by law. MCI adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. MCI also provides reasonable accommodations to qualified employees with protected disabilities where required by law.

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 offers BPO, staff augmentation, contact center services, and IT Services, with a broad portfolio and multiple brands. This description provides a general overview and is not exhaustive. The employer may revise this job description at any time. This job description does not constitute an employment contract, and either party may terminate employment at any time for any reason.

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 seeking a motivated and customer-focusedCollections Agent to support a leading global provider of media, technology, and connectivity services. The client delivers a wide range of entertainment and internet solutions to residential and commercial customers across markets. In this role, you will be responsible for managing overdue customer accounts , initiating contact to resolve outstanding balances , and negotiating payment arrangements . You’ll play a vital role in maintaining financial performance while ensuring a respectful and compliant approach to collections in line with industry regulations.

Start Dates: 20th October 2025 | 24th November 2025

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

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.

Key Responsibilities:

• Contact customers with overdue accounts via phone, email, or other communication channels.
• Negotiate and establish payment plans that align with company policies and customer capabilities.
• Monitor and follow up on payment arrangements to ensure timely resolution.
• Maintain accurate records of customer interactions, payment agreements, and account status.
• Collaborate with internal departments to resolve billing discrepancies and escalate complex cases.
• Ensure compliance with federal, state, and local collection laws and regulations.
• Provide exceptional customer service while maintaining a firm but respectful approach.
• Meet or exceed monthly collection targets and performance metrics.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, driven, and confident 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.
• A valid Matric Certificate.
• A clear criminal record is required.
• Minimum of 6 months’ experience in collections , billing, or a related customer service role.
• Solid understanding of billing systems and collection procedures.
• Exceptional communication and interpersonal skills.
• Ability to manage challenging customer interactions with empathy, patience, and professionalism.
• Comfortable working with computer systems and collection software.
• Typing speed of 45+ words per minute with high accuracy.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication abilities.
• Proven negotiation and problem-solving capabilities.
• Results-driven with a strong focus on meeting performance targets.
• Skilled in evaluating and resolving customer issues effectively.
• Conflict resolution and critical thinking aptitude.
• Customer-centric mindset with a responsive and conscientious approach.
• Ability to multitask, stay focused, and manage time independently.
• Adaptability to thrive in a dynamic, fast-paced environment.
• Strong team collaboration and relationship-building skills.
• Dependable and punctual with a commitment to consistent attendance.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

• Annual Leave : Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth : We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training : Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment : Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code : Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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.

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.

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.

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, anddiscipline. 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.

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.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

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.

The Collection Agent is responsible for managing customer accounts with overdue balances by initiating contact, negotiating payment arrangements, and ensuring compliance with regulatory standards. This role requires strong communication skills, attention to detail, and a commitment to providing excellent customer service while achieving collection targets.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

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.

Key Tasks and Responsibilities

• Initiate contact with customers through inbound and outbound calls regarding overdue accounts

• Review and analyze customer accounts to determine outstanding balances and reasons for non-payment

• Negotiate payment arrangements in a professional and empathetic manner

• Process payments and set up approved payment plans

• Maintain accurate records of customer interactions and payment agreements

• Ensure compliance with all applicable laws, regulations, and company policies

• Address customer inquiries and resolve issues to prevent future delinquencies

• Generate and submit regular reports on collection activities and account statuses

• Participate in ongoing training and development programs

• Meet or exceed monthly and quarterly collection targets

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities.

• Must be 18 years of age or older
• Valid Matric Certificate
• Clear criminal record
• Minimum of6 months of experience in collections or billingis required.
• Strong understanding of billing and collection processes.
• Outstanding communication and interpersonal skills.
• Ability to handle difficult customer interactions with empathy and professionalism.
• Proficiency in using computer systems and familiarity with collection software.
• The ability to type swiftly and accurately(45+ words a minute)
• Strong attention to detail
• Excellent organizational, written, and oral communication skills
• Excellent negotiation and problem-solving skills.
• Goal-oriented with a strong desire to achieve targets.
• 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
• The ability to thrive in a fast-paced environment where change and ambiguity prevalent
• Excellent interpersonal skills and the ability to build relationshipswith your team and customers
• Ability to work in a fast-paced and team-oriented environment.
• Highly reliable with the ability to maintain regular attendance and punctuality

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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.

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.

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.

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, anddiscipline. 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.

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.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

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.

The Collection Agent is responsible for managing customer accounts with overdue balances by initiating contact, negotiating payment arrangements, and ensuring compliance with regulatory standards. This role requires strong communication skills, attention to detail, and a commitment to providing excellent customer service while achieving collection targets.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

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.

Key Tasks and Responsibilities

• Initiate contact with customers through inbound and outbound calls regarding overdue accounts

• Review and analyze customer accounts to determine outstanding balances and reasons for non-payment

• Negotiate payment arrangements in a professional and empathetic manner

• Process payments and set up approved payment plans

• Maintain accurate records of customer interactions and payment agreements

• Ensure compliance with all applicable laws, regulations, and company policies

• Address customer inquiries and resolve issues to prevent future delinquencies

• Generate and submit regular reports on collection activities and account statuses

• Participate in ongoing training and development programs

• Meet or exceed monthly and quarterly collection targets

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities.

• Must be 18 years of age or older
• Valid Matric Certificate
• Clear criminal record
• Minimum of6 months of experience in collections or billingis required.
• Strong understanding of billing and collection processes.
• Outstanding communication and interpersonal skills.
• Ability to handle difficult customer interactions with empathy and professionalism.
• Proficiency in using computer systems and familiarity with collection software.
• The ability to type swiftly and accurately(45+ words a minute)
• Strong attention to detail
• Excellent organizational, written, and oral communication skills
• Excellent negotiation and problem-solving skills.
• Goal-oriented with a strong desire to achieve targets.
• 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
• The ability to thrive in a fast-paced environment where change and ambiguity prevalent
• Excellent interpersonal skills and the ability to build relationshipswith your team and customers
• Ability to work in a fast-paced and team-oriented environment.
• Highly reliable with the ability to maintain regular attendance and punctuality

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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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.

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.

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, anddiscipline. 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.

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.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

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 call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. There are a wide variety of project openings on government programs as well as some of the most recognizable brands in the world. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

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

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It 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 providing exceptional service, you will need to be a confident, fully engaged team player 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
• Ensure first call resolution through problems solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• 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.
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• 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 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.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI :

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy :

• Paid Time Off : Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards : Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits : Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings : Secure your future with retirement savings programs, where available.
• Disability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance : Access life insurance options to safeguard your loved ones.
• Career Growth : With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training : Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment : Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code : Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

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, anddiscipline. 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.

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.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

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.

Are you fluent in Dutch and passionate about delivering outstanding customer service? Do you thrive in a fast-paced environment where communication, empathy, and problem-solving are key? If so, we have an exciting opportunity for you!

We’re seeking dedicated Dutch-speaking agents to provide exceptional support to our clients. You’ll be part of a team that values excellence, collaboration, and professional growth representing some of the world’s most recognizable brands.

Working Hours - Monday to Saturday | 09:00 – 17:00 GMT

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.

• Respond to customer inquiries via phone, email, and chat in both Dutch and English .
• Provide accurate information and resolve customer concerns promptly and professionally.
• Maintain a high level of empathy and professionalism in all interactions.
• Follow company policies and procedures to ensure consistent service delivery.
• Document customer interactions accurately and escalate issues when necessary.
• Collaborate with team members and other departments to enhance customer satisfaction.
• Meet performance targets including response time and customer satisfaction metrics .

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated and should possess the below qualities:

• Grade 12
• Fluency in Dutch (spoken and written) is required.
• Proficiency in English to communicate effectively within the team.
• Previous experience in customer service, call centers or a related field is preferred but not required.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer literacy and familiarity with CRM systems is a plus.
• A customer-focused mindset with a problem-solving attitude.

What You Can Expect from MCI: We offer a competitive compensation and benefits package designed to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Annual Leave : Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits : After probation, employees qualify for Medical Insurance covering GP visits, medications, basic dental and optical care, and emergency services.
• Career Growth : Clear pathways for advancement across departments.
• Paid Training : Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment : A collaborative, team-oriented culture.
• Casual Dress Code : Relaxed dress policy.

Compensation & Benefits that Fit Your Life MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography, but the core commitment remains: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements This job operates in a professional office environment. The role is largely sedentary and involves sitting/standing for long periods while using a computer and headset. Tasks may require moving about the office and handling objects up to 40 pounds.

Conditions of Employment

• 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 results.
• Must be willing to submit to drug screening. Job offers are contingent on results.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship would result. If accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, our company, our customers, and our community. All aspects of employment are based on merit and qualifications. We maintain a work environment free from discrimination and treat employees with dignity and respect. All employees share responsibility for fulfilling MCI's commitment to a diverse and equal opportunity workplace.

MCI does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by law. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI does not tolerate discrimination or harassment and provides reasonable accommodations where required by law.

MCI helps customers take on CX and DX challenges, delivering industry-leading solutions for business process outsourcing, staff augmentation, contact center services, and IT services. MCI is the holding company for a diverse lineup of tech-enabled business services with over 10,000 employees and 150+ client partners across North America.

The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer may revise this description at any time. This description is not a contract for employment, and either party may terminate employment at any time for any reason.

Overview

LOCATION: Cape Town, ZA

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.

Are you fluent in Dutch and passionate about delivering outstanding customer service? Do you thrive in a fast-paced environment where communication, empathy, and problem-solving are key? If so, we have an exciting opportunity for you!

We’re seeking dedicated Dutch-speaking agents to provide exceptional support to our clients. You’ll be part of a team that values excellence, collaboration, and professional growth representing some of the world’s most recognizable brands.

Working Hours : Monday to Saturday | 09:00 – 17:00 GMT

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.

• Respond to customer inquiries via phone, email, and chat in both Dutch and English .
• Provide accurate information and resolve customer concerns promptly and professionally.
• Maintain a high level of empathy and professionalism in all interactions.
• Follow company policies and procedures to ensure consistent service delivery.
• Document customer interactions accurately and escalate issues when necessary.
• Collaborate with team members and other departments to enhance customer satisfaction.
• Meet performance targets including response time and customer satisfaction metrics .

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated and should possess the below qualities:

• Grade 12
• Fluency in Dutch (spoken and written) is required.
• Proficiency in English to communicate effectively within the team.
• Previous experience in customer service, call centers , or a related field is preferred but not required.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer literacy and familiarity with CRM systems is a plus.
• A customer-focused mindset with a problem-solving attitude.

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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

• Annual Leave : Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits : After probation, employees qualify for medical insurance, providing access to general practitioners, chronic medication, basic dental and optical care, and emergency services.
• Career Growth : Clear pathways for advancement across departments.
• Paid Training : Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment : Collaborative, team-oriented culture.
• Casual Dress Code : Relaxed dress policy.

Compensation & Benefits that Fit Your Life MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Core offerings remain the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally move about the office to accomplish tasks and may lift up to 40 pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. For accommodations, contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit. All aspects of employment are based on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not discriminate or tolerate harassment based on protected characteristics. We provide reasonable accommodations to qualified employees with protected disabilities as required by law.

MCI helps customers take on CX and DX challenges by delivering industry-leading solutions and driving optimal performance. MCI assists with BPO, staff augmentation, contact center services, and IT needs, including hosting and services.

In 2019, MCI was named by Inc. Magazine as Iowa’s Fastest Growing Company and listed among the Fastest Growing Privately Held Companies. MCI has multiple BPO facilities and serves 10,000+ employees with 150+ client partners across various brands.

Driving modernization through digitalization, MCI owns a diverse lineup of tech-enabled services for mid-market, Federal & enterprise partners.

The purpose of this job description is to provide a general overview. It is not an all-inclusive list of duties, responsibilities, or qualifications, and duties may be added or changed at management’s discretion. This description is not a contract of employment, and either party may terminate employment at any time.

WNS Cape Town, Western Cape, South Africa

WNS Cape Town, Western Cape, South Africa

Company Description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Main purpose

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. This is a permanent position.

Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment
  
  
  

• Minimum 12 months experience in customer service role (Contact center)
  
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Outsourcing/Offshoring

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