Contact Center Professional

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.

We're looking for enthusiastic Contact Center Professionals to support a range of inbound and outbound customer service initiatives for a diverse portfolio of well-known clients.

In this role, you'll handle incoming inquiries, proactively reach out to existing customers, and promote new products and services all while delivering exceptional service.

This is a fantastic opportunity to contribute to high-impact projects with some of the world's most iconic brands. If you are a natural problem solver who thrives on creating memorable customer experiences, we'd love to hear from you. Strong proficiency in English, both written and spoken is required.

Candidates must have prior contact center experience and reside within 80km of our office.

To be considered for this position, please ensure your application includes screening questions and a brief pre-employment test.

Responsibilities:

• Handle inbound and outbound calls professionally and efficiently.
• Resolve customer issues on the first call through effective problem-solving.
• Research and retrieve information across systems to support customer needs.
• Accurately document interactions and process claims.
• Guide customers through options to find the best solutions.
• Follow scripts, policies, and procedures while using available resources.
• Protect customer privacy and handle sensitive information appropriately.
• Escalate complex issues to the appropriate team members.
• Stay current with training, updates, and program knowledge.
• Maintain consistent attendance and adhere to scheduling requirements.

Qualifications

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:

• Must be 18 years or older
• High school diploma or equivalent
• Previous contact center experience
• Work from home experience
• Strong command of the English language
• Typing speed of 20+ WPM
• High speed internet connection
• Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Familiarity with Windows operating systems
• Skilled in troubleshooting and follow-up
• Able to multitask and self-manage effectively
• Excellent interpersonal skills

Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience.

We offer a variety of benefits and incentives to support and reward our team members, including but not limited to HMO Coverage plus a dependent, dental coverage, career growth and learning, allowances for rice, clothing, laundry and meals, performance and loyalty bonuses, frequent disinfection, fogging of workplace, opportunities for growth and promotion, employee shuttle services, company retreats and off-site events.

We tailor our offerings to fit the needs of our diverse team across subsidiaries and locations.

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 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.

Candidates must be authorized to work in the country where the job is based.

Candidates must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint and drug screening.

We embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.