Call Centre Agent

The Sydney Call Centre•Sydney, NS

5d•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions for various industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating a professional environment that supports career development, continuous learning, and contributes to the success of a leading global organization. We are seeking Call Center Agents to manage inbound and outbound customer service and sales projects for diverse clients. This role involves evening hours, handling inbound inquiries, making outbound calls to existing customers for service assistance, and upselling new products and services. Ideal candidates possess excellent communication skills, a willingness to learn, and high reliability. This is an excellent entry-level opportunity with comprehensive training and numerous advancement possibilities, including Supervisor, Trainer, Talent Acquisition, and Operations Management roles. To be considered, a full application on our company careers page, including screening questions and a pre-employment test, is required.

Requirements

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, PowerPoint, 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

Nice To Haves

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

Responsibilities

Handle inbound and outbound contacts in a courteous, timely, and professional manner
Ensure first call resolution through problem-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