Customer Service Resident Experience Representative

LOCATION

Cape Town, ZA

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 Customer Service Resident Experience Representative to join our team The Contact Center Resident Experience Representative will oversee inbound communications across multiple channels like calls, emails, text messages, portal messages, and website chats, ensuring quick and efficient resolution of resident concerns. This role is dedicated to providing outstanding customer service and serving as the primary point of contact for inquiries and requests.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

1. Provide a welcoming and professional interaction for all inbound and outbound resident communications across multiple channels.
2. Document resident inquiries, requests, and concerns accurately within the systems of record, ensuring proper escalation or resolution.
3. Strive for first-contact resolution by addressing issues efficiently and effectively using the provided Standard Operating Procedure (SOP) and adhering to policy.
4. Create work orders for maintenance requests and resident experience concerns, ensuring they are routed to the appropriate team for resolution.
5. Conduct outbound follow-ups via calls, emails, or texts to communicate progress and resolution outcomes.
6. Maintain a consistent, empathetic tone when addressing resident concerns, demonstrating a strong commitment to satisfaction.
7. Collaborate with internal teams to facilitate the resolution of resident issues.
8. Support outbound omni channel campaigns as assigned to support operational initiatives.
9. Other responsibilities as assigned to support resident experience goals.

Preferred Skills & Qualifications

1. Verbally fluent in Spanish
2. Property management experience
3. Knowledge of property management software (e.g., Property ware)

CANDIDATE QUALIFICATIONS

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. Grade 12
2. 3+ years of customer service or contact center experience
3. Strong written and verbal communication skills with exceptional attention to detail.
4. Proficiency in using customer service platforms, CRM systems, and Microsoft Office tools.
5. Ability to multitask and adapt quickly in a fast-paced environment.
6. Demonstrated problem-solving and proactive decision-making abilities.
7. Strong focus on delivering an exceptional customer experience.

CONDITIONS OF EMPLOYMENT

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.

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:

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

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 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'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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have 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 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.

DISCLAIMER

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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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