Customer Service Agent (Hiring Immediately)

The Sydney Call Centre•Sydney, NS

5d•Onsite

About The Position

MCI is seeking Customer Service Representatives to support inbound customer service, help desk, and back-office processing for commercial and public sector clients. In this role, you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with products and process-related inquiries, and represent well-known brands. MCI offers a variety of project openings with flexible schedules and provides industry-leading training with opportunities for advancement into roles such as Supervisor, Trainer, Talent Acquisition, and Operations Management. Candidates should be reliable, possess strong communication skills, and be eager to learn.

Requirements

Must be 18 years of age or older
High school diploma or equivalent
Excellent organizational, written, and oral communication skills
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
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
Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
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.
Must be willing to submit to drug screening.

Responsibilities

Handle inbound calls and make outbound sales inquiries using state-of-the-art contact center technology and customer experience methodology.
Act as a trained expert on products, technology, and business processes for recognized brands.
Interact with customers nationwide to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.
Listen to and resolve customer issues.
Utilize systems and technology to complete account management tasks.
Recognize sales opportunities and apply sales skills to upgrade customers.
Explain and position products and processes when interacting with customers.
Appropriately escalate customer dissatisfaction.
Ensure first call resolution through problem-solving and effective call handling.