Contact Center Resident Experience Representative

1 week ago

Cape Town, South Africa MCI Careers Full time

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.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

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

**Preferred Skills & Qualifications**
- Verbally fluent in Spanish
- Property management experience
- Knowledge of property management software (e.g., Property ware)

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Grade 12
- 3+ years of customer service or contact center experience
- Strong written and verbal communication skills with exceptional attention to detail.
- Proficiency in using customer service platforms, CRM systems, and Microsoft Office tools.
- Ability to multitask and adapt quickly in a fast-paced environment.
- Demonstrated problem-solving and proactive decision-making abilities.
- Strong focus on delivering an exceptional customer experience.

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:
**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 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 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 CO

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