LOCATION

Sydney, NS

POSITION OVERVIEW

MCI is a fast‐growing tech‐enabled business services company offering CX, BPO, and XaaS solutions across a broad range of industries. This entry‐level call center representative position supports inbound and outbound customer service, technical support, and sales for various projects.

POSITION RESPONSIBILITIES

Handle inbound and outbound calls, responding to customer inquiries, providing technical support, and upselling products and services. Interact with hundreds of customers weekly to resolve issues, promote new offerings, and maintain a best‐in‐class customer experience.

Bring a positive, enthusiastic outlook and work collaboratively as a team player.

Key Responsibilities:

- Handle inbound and outbound contacts courteously, timely and professionally
- Ensure first‐call resolution through problem‐solving and effective call handling
- Research systems for missing information and coordinate with other departments as needed
- Accurately document and process customer claims in the appropriate systems
- Lead fact‐finding discussions to determine the best options for the customer
- Use the knowledge base and training to answer questions while following scripts, policies and procedures
- Comply with confidentiality requirements regarding personal information
- Escalate issues to appropriate staff and managers for resolution
- Attend meetings, training sessions and review current materials to stay current
- Adhere to attendance and work‐schedule requirements

CANDIDATE QUALIFICATIONS

We provide world‐class training to supportive, driven candidates. Ideal applicants are highly motivated, energetic, and dedicated.

Qualifications:





- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Typing speed of 20+ words per minute
- Basic knowledge of Microsoft Office Suite (Excel, Power Point, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with consistent attendance and punctuality
- Ability to evaluate, troubleshoot and follow‐up on customer issues
- Aptitude for conflict resolution, problem‐solving and negotiation
- Customer‐service oriented (empathetic, responsive, patient, conscientious)
- Ability to multi‐task, remain focused and self‐manage
- Strong team orientation and customer focus
- Thrives in a fast‐paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and ability to build relationships with team and customers

Preferred (Not Required):

- One year of experience in customer service, technical support, inside sales, back‐office, chat, or administrative support in a contact center workplace
- State or federal work experience

CONDITIONS OF EMPLOYMENT

All MCI Locations

- Must be authorized to work in the country where the job is based

Program‐ and location‐specific requirements





- 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 results.
- Must be willing to submit to drug screening. Job offers are contingent on drug‐screening results. (Does not apply in Canada)

COMPENSATION & BENEFITS

Competitive base pay, bonus plans, and a range of benefits.

Benefits include:

- Paid Time Off and paid holidays
- Supplemental health coverage through Blue Cross for full‐time employees
- Life insurance options
- Accident and critical illness supplemental insurance
- Opportunities for career growth and internal promotion
- Paid training to develop new skills
- Team‐oriented, engaging workplace culture
- Casual dress code

PHYSICAL REQUIREMENTS

The job is performed in a professional office environment and is largely sedentary. Tasks include sitting/standing for extended periods, using a computer and telephone headset, operating office equipment, and occasionally moving up to 40 pounds.

REASONABLE ACCOMMODATION

MCI's policy is to provide reasonable accommodations to qualified applicants or employees with disabilities unless it causes undue hardship. Requests for accommodation should be directed to Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace diversity and maintain a work environment free from discrimination. Employment decisions are based solely on merit and qualifications. MCI does not discriminate on any protected characteristic and will consider qualified applicants with criminal histories in compliance with applicable laws.

MCI will not tolerate harassment based on any of these characteristics.

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📌 Call Centre Representative (Blended) (Sydney)
🏢 Mci
📍 Sydney