POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a solid 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're looking forenthusiastic and service-driven Customer Support Agent to join our team In this role, you'll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering abest-in-class customer experience.

You'll interact with hundreds of customers each week, so we're seekingconfident, motivated individualswho bringenergy, positivity, and a team-first mindsetto every shift.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

- Handleinbound and outbound customer interactionsin a courteous and professional manner
- Deliverfirst-call resolutionthrough problem solving and effective call handling




- Research systems and coordinate with other departments to resolve issues when needed
- Accuratelydocument and process customer claimsin company systems
- Follow all requiredscripts, policies, and procedureswhile ensuring customer satisfaction
- Utilize training and knowledge base resources to answer questions accurately
- Escalate unresolved or complex issues to the appropriate teams as necessary
- Protect customer confidentiality and handle sensitive information responsibly
- Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes
- Consistently meetattendance and work schedule 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 be 18+ years old with a high school diploma or equivalent
- Excellent written and verbal communication skills
- Ability to type 20+ words per minute accurately
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with the Windows operating system
- Reliable and punctual with strong organizational skills
- Strong ability to troubleshoot, resolve conflicts, and problem solve




- Customer service oriented: empathetic, patient, responsive, and conscientious
- Ability to multi-task, self-manage, and stay focused in a fast-paced environment
- Strong team orientation with excellent interpersonal skills

Preferred (Not Required)

- 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
- Prior state or federal work experience

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 paycheck.
- Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
- Casual Dress Code: Be

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