LOCATION

Sydney, NSW

POSITION OVERVIEW

MCI is a fast‑growing tech‑enabled business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions.

We’re hiring entry‑level Call Center Representatives to support inbound and outbound customer service and sales campaigns. Your role will involve answering questions, resolving concerns, and introducing recent products and services to customers over the phone.

POSITION RESPONSIBILITIES

Handle inbound and outbound calls and provide support for customer service, technical assistance, and sales interactions. Resolve issues, aim for first‑call resolution, and promote new products to ensure a best‑in‑class customer experience.

- Handle inbound and outbound calls in a friendly, timely, and professional manner.
- Resolve customer issues effectively, aiming for first‑call resolution.
- Use internal systems to locate information and collaborate with other departments as needed.
- Accurately document customer interactions and process claims.
- Engage in solution‑focused conversations to identify the best options for customers.
- Follow scripts, policies, and procedures while using training resources to provide accurate information.
- Maintain confidentiality and handle sensitive information appropriately.
- Escalate complex issues to supervisors or specialized teams when necessary.
- Attend training sessions and team meetings to stay up to date on systems and procedures.
- Adhere to assigned schedules and attendance expectations.

CANDIDATE QUALIFICATIONS

- Must be 18 years or older.
- High school diploma or equivalent.
- Strong communication and organizational skills.
- Typing speed of at least 20 words per minute.
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint,



Outlook).
- Familiarity with Windows operating systems.
- Dependable and punctual with robust time management.
- Ability to troubleshoot and follow up on customer issues.
- Strong problem‑solving and conflict resolution skills.
- Customer‑focused with empathy, patience, and professionalism.
- Able to multitask, stay focused, and work independently.
- Team‑oriented with a collaborative mindset.
- Comfortable in a fast‑paced, dynamic environment.
- Excellent interpersonal skills and ability to build rapport with customers and colleagues.

CONDITIONS OF EMPLOYMENT

- Must be authorized to work in the country where the position is based.
- Must be willing to submit 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 (does not apply in Canada).

COMPENSATION AND BENEFITS

- Competitive starting salary based on experience.
- Paid time off and paid holidays.
- Full‑time employees are eligible for supplemental health coverage through Blue Cross.
- Life insurance and supplemental accident/critical illness insurance.
- Career growth opportunities and internal promotions.
- Paid training and professional development.
- Casual dress code and a team‑oriented work environment.

DIVERSITY, EQUALITY & EEO STATEMENT

All aspects of employment at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination and harassment. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI provides reasonable accommodations for qualified employees with disabilities as required by law.

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📌 Contact Center Representative I (Entry-Level) (Sydney)
🏢 MCI
📍 Sydney