Inbound Call Center Agent

2 weeks ago

Cape Town, Western Cape, South Africa ValorVIP Full time

POSITION OVERVIEW:

Job Title:
Inbound Call Center Agent

Job Type:
Full-time, Permanent

Location:
Onsite, Cape Town (US hours)

About Us:


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.


Position Overview:

We are seeking a dynamic and customer-focused Inbound Call Center Agent to assist with calls for various campaigns.

As a vital member of our call center operations, you will handle inbound calls from different campaigns, and may also engage in outbound calling activities as needed.

If you are customer-focused, detail-oriented, and thrive in a dynamic environment, we want to hear from you

POSITION RESPONSIBILITIES:

Key Responsibilities:

  • Handle inbound overflow call volume across multiple client campaigns, ensuring prompt response times and efficient call resolution to maintain high levels of customer satisfaction.
  • Utilize call center software and CRM systems to accurately document call details, update customer records, and track call outcomes for reporting and analysis purposes.
  • Collaborate with team members and campaign managers to share information, troubleshoot issues, and coordinate responses to caller inquiries or concerns.
  • Follow established call scripts and protocols to ensure consistency in messaging, compliance with campaign guidelines, and adherence to regulatory requirements.
  • Participate in outbound calling campaigns as needed, making calls to customers or targeted audiences to gather feedback, conduct surveys, or promote campaign initiatives.
  • Provide feedback and insights to supervisors regarding caller trends, common inquiries, and opportunities for process improvement or refinement.
  • Adhere to call center policies, procedures, and performance standards, meeting or exceeding key performance indicators (KPIs) related to call quality, productivity, and customer satisfaction.
  • Maintain confidentiality and professionalism when handling sensitive information or dealing with challenging situations.
  • Stay informed about client campaigns, products, and services to effectively address customer inquiries and provide accurate information.

CANDIDATE QUALIFICATIONS:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

  • Grade 12 Or equivalent; some college coursework or degree preferred.
  • Previous experience in a call center or customer service role, with exposure to handling inbound and outbound calls.
  • Excellent verbal communication skills, with the ability to listen actively, empathize with callers, and communicate effectively in a fastpaced environment.
  • Strong interpersonal skills, with a customercentric approach to building rapport, resolving issues, and exceeding customer expectations.
  • Proficiency in using call center software, CRM systems, and other technology tools to manage calls, access information, and update customer records.
  • Ability to multitask and prioritize tasks effectively, while maintaining accuracy and attention to detail.
  • Flexibility to adapt to changing campaign priorities, schedules, and workflows, and willingness to work in a teamoriented environment.

COMPENSATION DETAILS:

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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:

  • 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.

EQUAL OPPORTUNITY EMPLOYER:

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI'

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