Customer Service Resident Experience Representative

Be among the first applicants.
Mass Markets
Cape Town
ZAR 200 000 - 300 000
Be among the first applicants.
5 days ago
Job description

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:

  • 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.
  • Conduct outbound follow-ups via calls, emails, or texts to communicate progress and resolution outcomes.
  • 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.

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:

  • 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?

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.

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.

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 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 not tolerate discrimination or harassment based on any of these characteristics.

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