29 Teleperformance jobs in Cape Town

Who We're Looking For:

We are searching for empathetic, patient, and skilled call Centre agents with a deep understanding of debt management solutions. As a Debt Removal Consultant, you will be responsible for assisting clients through their financial journey by offering personalized advice, guidance, and solutions.

Key Responsibilities:

Engage with clients via phone to understand their financial situation and explain debt management options.
Provide clear and concise advice on debt review processes, ensuring clients feel empowered and supported.
Develop customized repayment plans tailored to the client’s specific needs and circumstances.
Demonstrate strong negotiation skills to work with creditors on behalf of clients.
Build and maintain trust with clients by providing compassionate, attentive service.
Ensure all client information is kept confidential and accurate within company systems.
Achieve daily, weekly, and monthly targets while maintaining a high level of customer satisfaction.
Key Requirements:

At least 1 year of experience in a call Centre or customer service role (preferred).
1 year of experience in cold calling or tele sales (preferred).
Knowledge of debt management solutions and financial matters (preferred).
Strong communication skills, both verbal and written, with the ability to explain complex financial concepts in an easy-to-understand manner.
Compassionate, empathetic, and patient demeanor when interacting with clients.
Strong negotiation and problem-solving skills.
Ability to work independently and as part of a team.
Must be organized and detail-oriented.
Being multilingual is a strong advantage
Job Type: Full-time

Pay: From R4 500,00 per month

exciting commission structures (uncapped)

Job Type: Full-time

Application Question(s):

Do you speak multiple languages? (eg. English and Xhosa or Afrikaans)

Location:
Cape Town, Western Cape (Required)

Here’s a rewritten version tailored for a call center agent role:

Position: Inbound Call Center Sales Representative

Role Overview

As the first point of contact for inbound calls, you will engage with customers, assess their needs, provide key information, and drive sales opportunities. Your role is crucial in delivering exceptional service, qualifying leads, and supporting business growth.

Key Responsibilities

1. Customer Interaction: Handle inbound calls efficiently, providing prompt and professional assistance.
2. Sales Qualification: Assess caller needs using qualification criteria such as budget, authority, need, and timeline (BANT).
3. Product Knowledge: Educate customers on services, answer inquiries, and address concerns effectively.
4. Appointment Scheduling: Set up follow-up calls or meetings for the sales team with high-potential leads.
5. CRM Management: Accurately update and maintain customer records in the CRM system.
6. Performance Metrics: Consistently meet or exceed sales quotas and call center targets.
7. Collaboration: Work closely with the sales team to ensure smooth lead handoff.
8. Market Insights: Provide feedback on customer inquiries, emerging trends, and potential service improvements.
9. Call Handling Efficiency: Utilize call center best practices to maximize productivity and customer satisfaction.
10. Time Management: Manage high call volumes while maintaining service quality.
11. Adaptability: Adjust to changing priorities, new products, and evolving customer needs.

1. 2+ years of experience in a call center, inbound sales, or customer service role.
2. Proven ability to meet or exceed sales and call performance targets.
3. Strong verbal and written communication skills.
4. Excellent phone presence with the ability to build rapport quickly.
5. Proficiency in CRM systems and call center technology.
6. Ability to multitask and stay organized in a fast-paced environment.
7. Quick learner with a flexible approach to new information and tools.
8. Schedule Flexibility: Must be available to work within PST to EST time zones.
9. Call Center Expertise: Understanding of call metrics, scripts, and handling high call volumes.

1. 2+ years of experience in a high-volume call center environment.
2. Familiarity with sales automation tools and call center software.

Here’s a rewritten version tailored for a call center agent role: Position: Inbound Call Center Sales Representative Role Overview As the first point of contact for inbound calls, you will engage with customers, assess their needs, provide key information, and drive sales opportunities. Your role is crucial in delivering exceptional service, qualifying leads, and supporting business growth. Key Responsibilities

1. Customer Interaction: Handle inbound calls efficiently, providing prompt and professional assistance.
2. Sales Qualification: Assess caller needs using qualification criteria such as budget, authority, need, and timeline (BANT).
3. Product Knowledge: Educate customers on services, answer inquiries, and address concerns effectively.
4. Appointment Scheduling: Set up follow-up calls or meetings for the sales team with high-potential leads.
5. CRM Management: Accurately update and maintain customer records in the CRM system.
6. Performance Metrics: Consistently meet or exceed sales quotas and call center targets.
7. Collaboration: Work closely with the sales team to ensure smooth lead handoff.
8. Market Insights: Provide feedback on customer inquiries, emerging trends, and potential service improvements.
9. Call Handling Efficiency: Utilize call center best practices to maximize productivity and customer satisfaction.
10. Time Management: Manage high call volumes while maintaining service quality.
11. Adaptability: Adjust to changing priorities, new products, and evolving customer needs.

1. 2+ years of experience in a call center, inbound sales, or customer service role.
2. Proven ability to meet or exceed sales and call performance targets.
3. Strong verbal and written communication skills.
4. Excellent phone presence with the ability to build rapport quickly.
5. Proficiency in CRM systems and call center technology.
6. Ability to multitask and stay organized in a fast-paced environment.
7. Quick learner with a flexible approach to new information and tools.
8. Schedule Flexibility: Must be available to work within PST to EST time zones.
9. Call Center Expertise: Understanding of call metrics, scripts, and handling high call volumes.

1. 2+ years of experience in a high-volume call center environment.
2. Familiarity with sales automation tools and call center software.

Position Title: Inbound Call Center Sales Representative
Languages Required: Fluent in English & Spanish

As the first voice customers hear when reaching out, you play a pivotal role in shaping their experience. In this fast-paced role, you'll assess customer needs, deliver tailored solutions, and drive qualified sales opportunities. Your focus on service excellence, communication, and lead qualification will directly impact company growth and customer satisfaction.

• Customer Engagement: Respond to inbound calls promptly, delivering friendly, helpful, and professional service.

• Lead Qualification: Identify sales opportunities using the BANT framework (Budget, Authority, Need, Timeline) to qualify potential leads.

• Product Expertise: Confidently explain services, resolve questions, and handle objections with clarity and empathy.

• Appointment Setting: Schedule follow-ups or handoff appointments to the appropriate sales representatives.

• CRM Accuracy: Maintain up-to-date and detailed customer records in the CRM system to support seamless follow-ups.

• Sales Performance: Consistently hit or surpass key performance indicators, including call handling time and conversion rates.

• Team Collaboration: Partner closely with sales colleagues to ensure a seamless lead transition and improved closure rates.

• Customer Insights: Share feedback on recurring customer questions, pain points, and service improvement opportunities.

• Call Center Best Practices: Apply industry-standard practices to increase efficiency, effectiveness, and customer satisfaction.

• Time & Priority Management: Handle high call volumes without compromising service quality or professionalism.

• Flexibility & Growth Mindset: Stay agile as product offerings and customer expectations evolve.

• 2+ years in a call center, inbound sales, or customer service environment.

• Demonstrated success meeting or exceeding call performance and sales goals.

• Exceptional verbal and written communication skills.

• Confident phone presence with the ability to build trust quickly.

• Experience with CRM platforms and call center software.

• Ability to multitask and stay organized under pressure.

• Quick learner with a proactive, adaptable approach.

• Schedule Flexibility: Must be available to work hours aligned with PST to EST time zones.

• Experience in a high-volume, performance-driven call center.

• Familiarity with sales automation tools and advanced call center technologies.

This role requires availability within the Eastern Standard Time (EST) zone, with flexibility to support business needs across U.S. time zones.

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. 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.

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

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 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

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.

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.

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:

1. Handle inbound and outbound contacts in a courteous, timely, and professional manner.
2. Ensure first call resolution through problem solving and effective call handling.
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
4. Accurately document and process customer claims in appropriate systems.
5. Lead fact-finding discussions to determine the best options for the customer.
6. Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
7. Comply with requirements surrounding confidential information and personal information.
8. Escalate customer issues to the appropriate staff and managerial for resolution as needed.
9. Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.
10. Adhere to all attendance and work schedule requirements.

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:

1. National Senior Certificate (NSC) or an equivalent high school qualification.
2. Excellent organizational, written, and oral communication skills.
3. The ability to type swiftly and accurately (20+ words a minute).
4. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
5. Basic understanding of Windows operating system.
6. Highly reliable with the ability to maintain regular attendance and punctuality.
7. The ability to evaluate, troubleshoot, and follow-up on customer issues.
8. An aptitude for conflict resolution, problem-solving, and negotiation.
9. Must be customer service oriented (empathetic, responsive, patient, and conscientious).
10. Ability to multi-task, stay focused, and self-manage.
11. Strong team orientation and customer focus.
12. The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
13. Excellent interpersonal skills and the ability to build relationships with your team and customers.

Preferred (Not Required)

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

All MCI Locations

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

Subject to the program and location of the position

1. 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.
2. 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:

1. Paid Time Off : Earn PTO and paid holidays to take the time you need.
2. 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!
3. 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.
4. Retirement Savings : Secure your future with retirement savings programs, where available.
5. Disability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance : Access life insurance options to safeguard your loved ones.
7. Career Growth : With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training : Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment : Enjoy a team-oriented culture that fosters collaboration and engagement.
10. 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, 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.

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.