Contact Centre Representative II (Experienced)

The Sydney Call Centre•Sydney, NS

7d•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Their contact centers utilize both on-site and remote agents with advanced technologies to improve customer interactions, scalability, and cost-efficiency. MCI is dedicated to providing a professional environment with opportunities for career development and continuous learning. They are looking for skilled and dependable Contact Center Representatives (Level II) to handle inbound and outbound customer service and sales initiatives. This role involves direct customer interaction to address inquiries, resolve issues, troubleshoot services, and promote products. Clients include government programs and major global brands. This is a full-time, on-site position with paid training and clear career advancement paths. Applicants must complete a full application on the company careers page, including screening questions and a pre-employment test.

Requirements

Must be 18 years or older
High school diploma or equivalent
Strong written, verbal, and organizational communication skills
Typing speed of at least 20 words per minute
Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with Windows operating systems
Highly reliable with excellent time management and punctuality
Strong problem-solving, troubleshooting, and follow-up skills
Conflict resolution and negotiation abilities
Customer-focused with empathy, patience, and professionalism
Ability to multitask, self-manage, and stay focused
Team-oriented with a collaborative mindset
Comfortable working in a fast-paced, dynamic environment
Excellent interpersonal skills and the ability to build rapport with customers and colleagues

Responsibilities

Manage inbound and outbound calls in a courteous, timely, and professional manner
Resolve customer issues effectively, aiming for first call resolution
Research internal systems to retrieve missing information and collaborate with other departments as needed
Accurately document customer interactions and process claims
Conduct needs-based conversations to identify the best solutions for customers
Use training resources and knowledge bases to provide accurate information while following scripts and procedures
Maintain confidentiality and handle sensitive information appropriately
Escalate complex issues to the appropriate personnel when necessary
Participate in training sessions and team meetings to stay current on updates and best practices
Adhere to attendance and scheduling requirements