POSITION OVERVIEW Cape Town, ZA 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 fluent in English and Dutch and driven by a passion for exceptional customer service? Do you excel in fast‑paced environments where clear communication, empathy, and problem‑solving are essential? If so, this could be the perfect opportunity for you. We’re looking for committed Dutch‑speaking agents to deliver high‑quality support to our clients. You’ll join a collaborative, high‑performing team and represent some of the world’s most well‑known brands, with ongoing opportunities for growth and development. This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone. 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 Respond to customer inquiries via phone, email, and chat in both Dutch and English. Provide accurate information and resolve customer concerns promptly and professionally. Maintain a high level of empathy and professionalism in all interactions. Follow company policies and procedures to ensure consistent service delivery. Document customer interactions accurately and escalates issues when necessary. Collaborate with team members and other departments to enhance customer satisfaction. Meet performance targets including response time and customer satisfaction metrics. CANDIDATE QUALIFICATIONS Must be at least 18 years of age. National Senior Certificate / Grade 12 (mandatory). Fluency in Dutch (spoken and written) is required. Proficiency in English to communicate effectively within the team. Previous experience in customer service, call centers, or a related field is preferred but not required. Strong communication and interpersonal skills. Ability to multitask and work in a fast‑paced environment. Basic computer literacy and familiarity with CRM systems is a plus. A customer‑focused mindset with a problem‑solving attitude. ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services by providing general and specialized hosting, software, staff, and services. CONDITIONS OF EMPLOYMENT 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; 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 is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr