Job Description

About MCI

MCI is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. Our clients operate in a range of industries including banking, financial services, manufacturing, fast moving consumer goods and recruitment throughout Africa and the Middle East. Our service offering includes project management, software implementation, product development across various platforms, and including e-commerce solutions.



We strive to be the best at what we do, and to achieve this we need people on our team who have commitment, drive, and a positive attitude that helps deliver winning results.

Role

The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.

Activities will include:

Provide an exceptional customer experience

Appropriately manage all customer queries via phone and email; Ensure a polite, friendly, efficient and professional service is provided at all times; Take responsibility for all calls by ensuring that advice is always given in the customer's best interests; Ensure all calls are resolved per SLA guidelines.

Resolve customer queries effectively and efficiently

Attend to logged customer queries in line with query resolution principles established by the company; Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries; Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately; Improve the customer experience and service delivery by providing excellent verbal and written customer service; Escalate more complex issues to the relevant account manager or technical team; Adhere and meet all service level agreement targets.


Grade 12 / Matric or Equivalent qualification; IT Qualification; SQL Reporting Services (nice to have).

Applicants must be eligible to work in the Republic of South Africa.

Skills and Qualifications

Minimum of 2-3 years Customer Software Support experience Effective communication skills (verbal and written); Must be literate in: + Microsoft 365 Office Suite + Jira Helpdesk or Similar Helpdesk tools
Excellent telephone etiquette; Excellent technical skills; Excellent problem-solving abilities.

MCI Consultants are people who are:

Ambitious team players, but can work independently; Courageous and passionate; Able to take on challenges with a sense of urgency; Focused, with a strong desire for self-improvement; Dynamic and progressive in their thinking; Ethical and responsible; * Professional, trustworthy and keen.