Inbound Call Center Agent

LOCATION: Cape Town, ZA JOB TYPE: 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?**
- High school diploma 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.

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.

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.

REASONABLE ACCOMMODATION:
It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources.

DIVERSITY AN