Job Description Job Description Overview 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.
We are looking for Call Center Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will work evening hours handling inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services.
Candidates should have excellent communication skills, willing to learn on the job, and be highly reliable. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.
To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.



Responsibilities WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions.
It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell recent products and services, and ensure a best-in-class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities: Handle inbound and outbound contacts in a courteous, timely, and professional manner Ensure first call resolution through problems solving and effective call handling Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed Accurately document and process customer claims in appropriate systems Lead fact-finding discussions to determine the best options for the customer Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies,



and procedures Comply with requirements surrounding confidential information and personal information Escalate customer issues to the appropriate staff and managerial for resolution as needed Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes Adhere to all attendance and work schedule requirements Qualifications WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins.

Ideal candidates for this position 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 The ability to type swiftly and accurately (20 words a minute) Basic knowledge of Microsoft Office Suite (Excel, Power Point, Word, Outlook) Basic understanding of Windows operating system Highly reliable with the ability to maintain regular attendance and punctuality The ability to evaluate, troubleshoot, and follow-up on customer issues An aptitude for conflict resolution, problem-solving, and negotiation Must be customer service oriented (empathetic, responsive, patient, and conscientious) Ability to multi-task, stay focused, and self-manage Strong team orientation and customer focus The ability to thrive in a fast-paced environment where change and ambiguity prevalent Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment State or Federal work experience

📌 Call Centre Agent (Halifax Regional Municipality)
🏢 MCI Careers
📍 Halifax Regional Municipality