POSITION 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 in office 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 anatural problem solver with a passion for helping others? We’re looking forCustomer Service Agents to provide inbound support across customer service, help desk, technical assistance, and back-office operations. You’ll represent some of the world’s most recognized brands, delivering exceptional service and solutions.

This is amid-shift role , ideal for individuals who thrive in a fast-paced, customer-focused environment.

POSITION RESPONSIBILITIES

Key Responsibilities:

- Deliver courteous, timely, and professional support viainbound and outbound calls .
- Troubleshoot and resolve customer issues, aiming forfirst-call resolution .
- Use internal systems to research and retrieve customer information.




- Collaborate with other departments to resolve complex inquiries.
- Accurately document customer interactions and claims.
- Follow scripts, policies, and procedures while applying your training and knowledge.
- Handle sensitive information with confidentiality and care.
- Escalate unresolved issues to the appropriate team or manager.
- Stay current by attending training sessions and reviewing updated materials.
- Meet allattendance and scheduling requirements .

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Qualifications

- Must be18 years or older .
- High school diploma or equivalent .
- Strongwritten and verbal communication skills.
- Ability totype at least 20 words per minute .
- Basic proficiency inMicrosoft Office (Word, Excel, PowerPoint, Outlook).
- Familiarity withWindows operating systems .
- Dependable and punctual with a strong work ethic.
- Skilled introubleshooting, follow-up , and issue resolution.
- Strongconflict resolution and negotiation abilities.
- Customer-focused : empathetic, patient,



and responsive.
- Able tomultitask , stay organized, and self-manage.
- Team-oriented with apositive attitude .
- Comfortable in afast-paced, ever-changing environment .
- Excellentinterpersonal skills and the ability to build rapport.

Preferred (Not Required)

- 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative roles.
- Experience in acontact center orgovernment-related work .

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

- Paid Time Off: Earn PTO and paid holidays to take the time you need.
- Health Benefits: Full time employees are eligible for supplemental health coverage through Blue Cross.
- Life Insurance: Access life insurance options to safeguard your loved ones.
- Supplemental Insurance: Accident and critical illness insurance
- Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- Paid Training: Learn new skills while earning a

📌 Customer Service Agent (Sydney)
🏢 The Sydney Call Centre
📍 Sydney