Customer Care Agent

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.

As a Customer Care Agent, you will play a crucial role in our organization by providing exceptional customer support and resolving customer inquiries. You will utilize your excellent communication skills and customer-focused approach to build positive relationships with customers and ensure their needs are met.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions.

POSITION RESPONSIBILITIES

Key Tasks and Responsibilities:

• Handle inbound customer service calls in a professional and courteous manner.
• Assist customers with inquiries, complaints, product information, and service-related issues.
• Troubleshoot and resolve customer problems effectively, escalating complex issues when necessary.
• Maintain accurate and detailed records of all customer interactions and transactions.
• Process account adjustments, service requests, and product replacements as needed.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided.
• Collaborate with internal teams to address customer concerns and ensure timely resolutions.
• Stay up to date with Corpay's products, services, and policies to provide accurate information to customers.
• Contribute to a positive work environment by maintaining a cooperative attitude with team members and supervisors.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, driven, and confident applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities.

• Strong communication and interpersonal skills.
• Excellent command of English.
• At least 1-2 years of experience in a customer care agent or call center role.
• Matric certificate (Grade 12) is required.
• Clear criminal record.
• Ability to work rotational USA shifts (including nights), with 2 off days per week.
• Must be able to commute to our Cape Town office.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe in the importance of our staff and recognize them as the driving force behind our success.

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 benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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.

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.