Call Center Representative Job Openings (CAPE TOWN, WC, ZA)

MCI; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health benefits

Paid training

Career growth

Casual dress code

Job summary

MCI is hiring a Call Center Representative in Cape Town to handle inbound and outbound calls, resolve inquiries, and deliver service aligned with our quality standards. The role fits fast‑paced environments and targets-driven performance, with opportunities to discuss products, accounts, and billing with customers.

Experience in customer service, strong communication, and CRM familiarity will help you succeed.

Qualifications

• Minimum Grade 12/National Senior Certificate.
• 1–3 years of call centre or customer service experience.
• Strong verbal and written communication skills.
• Ability to multitask in a target-driven environment.

Responsibilities

• Manage high-volume inbound and outbound calls.
• Provide accurate, timely information on products, services, accounts and billing.
• Resolve customer concerns and escalate complex cases as needed.
• Achieve call centre performance targets including QA scores and CSAT.
• Document all customer interactions in the CRM system.
• Follow call scripts, compliance requirements and procedures.
• Identify cross-sell or upsell opportunities when appropriate.
• Maintain a professional, empathetic approach with customers.

Skills

Communication skills

Multitasking

CRM software

Customer service

Education

Grade 12/National Senior Certificate

Tools

Salesforce

Zendesk

Avaya

Job description

LOCATION

Cape Town, ZA

POSITION OVERVIEW

MCI is one of the fastest‑growing tech‑enabled business services companies. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across various industries. Our contact centers are powered by on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are hiring an experienced and customer‑driven Call Center Representative to join our team in Cape Town. This role is ideal for individuals who enjoy working in a fast‑paced environment and are committed to delivering outstanding customer support.

As a Call Center Representative based in Cape Town, you will handle inbound and outbound calls, resolve customer inquiries, and provide service that reflects our company’s quality standards.

POSITION RESPONSIBILITIES

• Manage high‑volume inbound and outbound calls
• Provide accurate, timely information on products, services, accounts, and billing
• Resolve customer concerns and escalate complex cases when required
• Achieve call center performance targets, including QA scores, resolution time, and customer satisfaction
• Accurately document all customer interactions in the CRM system
• Follow call scripts, compliance requirements, and all call center procedures
• Identify cross‑sell or upsell opportunities when appropriate
• Maintain a professional, empathetic approach with every customer

CANDIDATE QUALIFICATIONS

• Grade 12 (required), National Senior Certificate
• 1–3 years of call center or customer service experience
• Strong verbal and written communication skills
• Ability to multitask and perform in a target‑driven environment
• Basic computer skills and experience with CRM or call center tools
• Flexibility to work shifts as needed

Nice to have:

• Bilingual or multilingual abilities
• Familiarity with call center platforms such as Salesforce, Zendesk, or Avaya

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

COMPENSATION & BENEFITS

• Annual leave: 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.
• Paid training.
• Positive work environment.
• Casual dress code.

Compensation commences based on experience and includes a variety of benefits and incentives to support and reward our team members.

PHYSICAL REQUIREMENTS

The job operates in a professional office environment. Employees will be largely sedentary, required to sit/stand for long periods using a computer and telephone headset. They may be required to operate a computer and other office equipment, move about the office, reach, raise or lower 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 to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

DIVERSITY AND EQUALITY

MCI and its subsidiaries embrace differences and believe diversity is a benefit. All aspects of employment are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

APPLICATION

If you’re ready to join a company that recognizes your contributions and supports your growth, apply today!