Call Center Representative Job Openings (CAPE TOWN, WC, ZA)
On-siteCape Town, Western Cape, South Africa
Job Summary
Manage high-volume inbound and outbound calls, providing accurate information on products, services, accounts, and billing while resolving customer concerns and escalating complex cases. Achieve performance targets by maintaining QA scores, resolution times, and customer satisfaction, and accurately document all interactions in the CRM system. Follow call scripts, compliance requirements, and procedures to identify cross-sell or upsell opportunities, ensuring a professional and empathetic approach with every customer. This role requires Grade 12 certification, 1–3 years of call center experience, and flexibility to work shifts, with a focus on delivering outstanding customer support within MCI's fast-paced, tech-enabled business services environment.
Required Qualifications
- Grade 12 (required), National Senior Certificate
- 1–3 years of call center or customer service experience
- Strong verbal and written communication skills
- Ability to multitask and perform in a target-driven environment
- Basic computer skills and experience with CRM or call center tools
- Flexibility to work shifts as needed
- 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
- Must be willing to submit to drug screening
Desired Qualifications
- Bilingual or multilingual abilities
- Familiarity with call center platforms such as Salesforce, Zendesk, or Avaya
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to background and/or security investigation
- Must be willing to submit to drug screening
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