Customer Service Excellence Specialist

Customer Service Excellence Specialist

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're looking for enthusiastic Customer Service Excellence Specialists to support a range of customer service initiatives for a diverse portfolio of well-known clients. In this role, you'll assist customers with enquiries and provide excellent service. This is a wonderful opportunity to contribute to high-impact projects with some of the world's most iconic brands. If you're 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 call center experience and reside within 80km of our office.

You'll also need:

• A high-speed internet connection
• An appropriate, quiet work environment
• High language proficiency in English
• Work-from-home experience

To be considered for this position, you must complete a full application on our careers page, including screening questions and a brief pre-employment test.

Key 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.

Ideal Candidate Profile:

Motivated and dedicated individuals are ideal candidates for this position.

Prior call center experience and strong command of the English language are essential.

High school diploma or equivalent and basic proficiency in Microsoft Office are preferred.

Typing speed of 20+ WPM and high speed internet connection are required.

Familiarity with Windows operating systems and basic troubleshooting skills are necessary.

Excellent interpersonal skills and ability to multitask effectively are essential.

Compensation & Benefits:

We offer competitive compensation packages and a range of benefits to support our employees' growth and well-being.

HMO coverage plus dependent coverage and dental coverage are provided.

Free meal during training and career growth opportunities are offered.

Allowances for rice, clothing, laundry and meals are provided.

Performance and loyalty bonuses are awarded based on individual performance.

Frequent disinfection and fogging of workplace are maintained.

Opportunities for growth and promotion are available.

Employee shuttle services and company retreats are organized.

Recognition gifts and treats are provided.

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.
• Must be willing to submit to drug screening.

Reasonable Accommodation:

It is the policy of MCI to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

Equal Opportunity Employer:

MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.

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