Customer Service Representative

LOCATION Cape Town, ZA POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Are you passionate about delivering exceptional customer service and supporting innovative financial solutions? We're looking for customer-focused professionals to join a leading financial technology company that helps businesses simplify the way they manage payments, expenses, and financial operations around the world. As a Customer Service Representative, you'll be the first point of contact for business customers, providing support across a suite of corporate payment and expense management solutions. You'll assist customers with inquiries, troubleshoot issues, and ensure a seamless customer experience while working in a fast-paced, technology-driven environment. 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 exceptional customer support via phone, email, and chat. • Assist customers with corporate payment solutions, accounts payable (AP) automation, virtual cards, commercial credit cards, and expense management services. • Support customers using fleet payment solutions, including fuel cards, EV charging, toll, parking, and vehicle maintenance programs. • Help customers with international payment services, including cross-border transactions, multi-currency accounts, and workforce travel-related payment solutions. • Resolve customer inquiries efficiently while delivering a positive customer experience. • Document customer interactions accurately and follow established processes. • Collaborate with internal teams to resolve complex issues and improve service delivery. • Maintain a strong understanding of products, systems, and industry best practices. 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 / National Senior Certificate (NSC) or an equivalent qualification. • Must successfully pass a drug screening assessment. • Excellent verbal and written communication skills. • Strong interpersonal and customer service skills. • Basic computer and data entry skills. • Ability to type at least 20 words per minute. • Proficiency in Microsoft Office Suite. • Strong problem-solving abilities and attention to detail. • Ability to work independently and as part of a team. • Reliable with excellent attendance. PREFERRED • At least one year of experience in customer service within a contact centre. • Experience handling payment-related or financial service inquiries is advantageous. 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. 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. 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. DIVERSITY AND EQUALITY 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. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. 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. 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.