Bilingual Call Center Representative

The Sydney Call Centre•Sydney, NS

6d•Onsite

About The Position

MCI is seeking Bilingual Call Center Representatives to support inbound customer service, help desk, and back-office processing for both commercial clients and public sector programs. In this role, you will interact with customers across the country, resolving inquiries, troubleshooting basic technical issues, assisting with product and process-related questions, and representing some of the most recognized brands in the world. 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.

Requirements

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
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
Must be willing to submit up 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)

Nice To Haves

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

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