LOCATION

Sydney, NS

POSITION OVERVIEW

MCI is a rapidly growing tech‑enabled business services company with a solid call center footprint. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across industries such as healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.

We support both commercial clients and public sector programs. In this role, you will interact with customers nationwide, resolving inquiries, troubleshooting basic technical issues, assisting with product and process‑related questions, and representing some of the most recognized brands in the world.

POSITION RESPONSIBILITIES

- Handle inbound and outbound customer contacts professionally and efficiently.
- Listen actively to understand customer needs and provide accurate solutions.
- Use internal systems and tools to manage accounts and process inquiries.
- Identify and act on sales opportunities to promote products and services.
- Clearly explain product features and processes to customers.
- Escalate complex or dissatisfied customer issues to management.
- Ensure first‑call resolution through effective troubleshooting and communication.
- Stay up to date on program changes by attending training and reviewing materials.
- Maintain accurate documentation of customer interactions in CRM systems.
- Adhere to all scripts, policies, and confidentiality requirements.

CANDIDATE QUALIFICATIONS

- Must be 18 years or older.
- High school diploma or equivalent.




- Strong written and verbal communication skills.
- Ability to type 20+ words per minute.
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Familiarity with Windows operating systems.
- Reliable and punctual with strong time‑management and self‑motivation.
- Skilled in conflict resolution, problem‑solving, and customer empathy.
- Able to multi‑task, stay focused, and work independently.
- Team‑oriented with a strong customer‑first mindset.
- Comfortable working in a fast‑paced, dynamic environment.

Preferred (Not Required)

- 1+ year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support.
- Experience working on state or federal programs.

CONDITIONS OF EMPLOYMENT

All MCI Locations

- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on results.
- Must be willing to submit to drug screening; job offers are contingent on results (does not apply in Canada).

COMPENSATION DETAILS





Compensation is based on experience and includes a competitive base salary with potential bonuses and incentives. We provide a comprehensive benefits package that may vary by geography.

- Paid Time Off.
- Health benefits with supplemental coverage through Blue Cross.
- Life insurance.
- Accident and critical illness supplemental insurance.
- Career growth opportunities with internal promotions.
- Paid training.
- Team‑oriented work environment.
- Casual dress code.

PHYSICAL REQUIREMENTS

The job is in a professional office environment, largely sedentary, requiring sitting/standing for long periods while using a computer and telephone headset. The employee may need to move around the office, handle objects up to forty (40) pounds, and perform tasks requiring reach, lift, and other physical actions.

REASONABLE ACCOMMODATION

Consistent with the ADA, MCI will provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship results.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and remain committed to an equal‑opportunity workforce free from discrimination. All aspects of employment are based on merit and qualifications.

MCI does not discriminate based on protected characteristics outlined by applicable laws and regulations, and will consider qualified applicants with criminal histories in accordance with local and federal requirements.

MCI will not tolerate discrimination or harassment based on these characteristics.

#J-18808-Ljbffr

📌 Bilingual Call Center Representative (Sydney)
🏢 MCI
📍 Sydney