Inbound Call Center Agent

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 fast-paced environment.
- Strong interpersonal skills, with a customer-centric 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 team-oriented 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'