Customer Service Representative
Customer Service Representative
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
LOCATION
JOB TYPE
PAY TYPES
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 dedicated and personable Customer Service Representative to join our team and be the first point of contact for our valued this role you will play a key part in delivering exceptional service by responding to inquiries resolving concerns and ensuring a positive customer experience across all communication channels. If you are a strong communicator with a passion for helping others and thrive in a fast-paced environment wed love to hear from you.
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.
POSITION RESPONSIBILITIES
Key Responsibilities:
Assist customers with inquiries complaints product information and service-related issues via phone email or chat.
Troubleshoot and resolve customer problems effectively escalating complex or unresolved issues to the appropriate departments when necessary.
Maintain accurate and detailed records of all customer interactions and transactions in the system.
Follow up with customers to ensure their issues are fully resolved and that they are satisfied with the service provided.
Collaborate with internal teams such as technical support billing or logistics to address customer concerns and ensure timely resolutions.
Stay up to date with client products services procedures and policies to provide clear and accurate information to customers.
Meet or exceed individual and team performance targets including response times resolution rates and customer satisfaction scores.
Handle sensitive or confidential information with professionalism and in compliance with data protection guidelines.
Identify recurring issues or trends and provide feedback or suggestions for service improvements.
Contribute to a positive work environment by maintaining a cooperative and professional attitude with colleagues and supervisors.
Support onboarding or mentoring of new team members when required.
Perform other duties as assigned to support the overall effectiveness of the customer service team.
CANDIDATE QUALIFICATIONS
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.
- NSC certificate (Grade 12) is required.
- Clear criminal record.
- Must pass a drug screening test
- Excellent command of English
- At least 1-2 years of experience in a customer care agent or call center role.
- Strong communication and interpersonal skills.
- Must be able to commute to our offices
Good problem-solving skills and the ability to work under pressure.
Proficiency with basic computer systems and CRM tools is a plus.
Team player with a willingness to learn and adapt.
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 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 youre 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 persons 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 MCIs 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 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 adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs addition MCIs 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.
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 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 Iowas 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. MCIs subsidiaries had previously made Inc. Magazines 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 10000 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. Its 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
