Company: MCI BPO (Marlowe Companies Inc.)
Industry: Business Process Outsourcing (BPO), Customer Experience (CX) & Cloud Tech
Department: Business Process Outsourcing / General Call Center
Location: Cape Town, Western Cape, South Africa
Position Type: Full-Time Permanent (US Shift Alignment)
Job ID: 2025-50041
Posted Date: August 2026
Closing Date: Open / Rolling Applications
About MCI & The Contact Center Role
MCI is a global tech-enabled Business Process Outsourcing (BPO) leader headquartered in the United States, employing over 10,000 professionals across North America, South Africa, and the Philippines.
The Contact Center Representative position is based at MCI’s state-of-the-art contact center facility in Cape Town. This role directly supports international US-based corporate clients across healthcare, e-commerce, telecom, retail, and financial services. Representatives will manage inbound/outbound communication, handle account inquiries, resolve billing issues, and execute structured collections and debt negotiation activities during US operational working hours (night/twilight shifts in South Africa).
Key Responsibilities & Core Workstreams
In this international BPO role, your daily operational deliverables will cover four primary contact center pillars:
1. Inbound & Outbound Customer Support
- Customer Care: Handle inbound and outbound calls for US clients, delivering high-quality customer service, technical troubleshooting, and account verification.
- Script Compliance: Adhere to client-specific communication scripts, regulatory guidelines, and quality standards.
2. Account Management & Billing Administration
- Account Maintenance: Process customer updates, navigate billing systems, and resolve balance inquiries accurately in CRM engines.
- CRM Documentation: Log every customer interaction, call note, and system update in real-time.
3. Collections & Payment Negotiation
- Debt Recovery: Conduct professional collections activities, negotiate payment arrangements, and follow up on outstanding account balances.
4. Performance & SLA Execution
- Target Management: Achieve daily call volume targets, Quality Assurance (QA) scores, and attendance standards.
Candidate Profile & Qualifications
To qualify for entry into this international contact center role, candidates must meet the following criteria:
- Educational Qualification: Matric Certificate / Grade 12 (National Senior Certificate).
- Experience Level: Minimum 1 year of experience in a call center, BPO, or customer service environment (International US/UK account exposure is highly advantageous).
- Shift Availability: Must be fully flexible to work night shifts / US operational hours aligned with North American time zones.
- Core Technical & Soft Skills:
- Fluent verbal and written English communication skills.
- Ability to navigate multi-screen computer systems while actively speaking with customers.
- Goal-oriented mindset with resilience in handling high call volumes and collections tasks.
- Pre-Employment Vetting: Candidates must pass pre-employment assessment tests, drug screening, and Level II background/fingerprint security investigations.
- Location: Based in or able to commute to Cape Town, Western Cape.
What MCI Offers
- Paid Training & Growth: Fully paid initial corporate training with structured internal promotion pathways.
- Medical Insurance: Healthcare coverage after completing the probation period (covering GP visits, chronic medication, dental, optical, and emergency care).
- Paid Leave & Benefits: Annual leave, incentive structures, and performance bonuses.
- Modern Work Culture: Casual dress code, international exposure, and a collaborative team environment.
Career Advice for BPO Applicants
- Highlight US/UK Night Shift Readiness: State clearly on page 1 of your CV that you are 100% available to work rotational night shifts aligned with US time zones.
- Emphasize Collections & CRM Experience: Feature any prior experience with payment negotiation, debt collection, or CRM software (Salesforce, Zendesk, Avaya).
- Complete the Online Pre-Test: Ensure you complete all mandatory screening questions and the brief online test when redirected to the MCI career portal.
Sample BPO & Collections Interview Questions
International Servicing & Objection Handling
- Question (Night Shift Adaptability): “How do you maintain vocal energy, typing accuracy, and sharp focus when handling high call volumes during US twilight/night shifts?”
- Question (Debt Negotiation): “How do you approach a customer who is hesitant to make a payment arrangement while keeping the conversation professional and compliant?”
How to Apply
Submit your application directly through the official MCI career site:
- Company: MCI BPO (Marlowe Companies Inc.)
- Job ID:
2025-50041 - Location: Cape Town, Western Cape
- Position: Contact Center Representative (Full-Time US Shift)