Customer Service Agent (Hiring Immediately)

MCI Careers; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Benefits offered by this job

Annual Leave

Health Benefits

Career Growth

Paid Training

Positive Work Environment

Casual Dress Code

Job summary

MCI Careers in Cape Town is looking for motivated Customer Service Representatives to support inbound and outbound customer service inquiries. Responsibilities include resolving customer issues, utilizing technology for account management, and ensuring a high-quality customer experience. The ideal candidates should possess a National Senior Certificate, excellent communication skills, and be customer service-oriented. MCI offers competitive compensation, paid training, and opportunities for career advancement within the organization.

Qualifications

• Motivated and dedicated applicants are encouraged to apply.
• Must maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.

Responsibilities

• Handle inbound calls and make outbound sales inquiries.
• Utilize technology for account management tasks.
• Resolve customer issues and escalate dissatisfaction as needed.

Skills

Organizational skills

Excellent communication skills

Customer service orientation

Conflict resolution

Problem solving

Time management

Education

National Senior Certificate (NSC)

Tools

Microsoft Office Suite

Windows operating system

Job description

POSITION OVERVIEW

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

We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products, process‑related inquiries, and professionally represent some of the most recognizable brands in the world.

This is a wonderful opportunity to start your career here. With industry‑leading training, you will have many advancement opportunities including Supervisor, Trainer, Talent Acquisition, and Operations Management. Candidates should be highly reliable, have great communication skills, and willing to constantly learn on the job.

POSITION RESPONSIBILITIES

In this role, you will be responsible for handling inbound calls and making outbound sales inquiries using state‑of‑the‑art contact center technology and customer experience methodology. As a highly trained expert on products, technology, and business process you will work on behalf of some of the most recognized brands in the world. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure best‑in‑class customer experience. In addition, our entry‑level sales representatives are responsible for the following tasks.

Key Responsibilities:

• Listen to and resolve customer issues.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade customers.
• Explain and position products and processes when interacting with customers.
• Appropriately escalates customer dissatisfaction.
• Ensure first call resolution through problem solving and effective call handling.

CANDIDATE QUALIFICATIONS

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated, dedicated and should possess the following 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.

COMPENSATION DETAILS

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:

• 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.

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.

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.

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.

EQUAL OPPORTUNITY EMPLOYER

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.