Customer Service Agent; Mid-Shift

Position: Customer Service Agent (Mid-Shift)
LOCATION Sydney, NSJOB TYPEFull-TimePAY TYPES Hourly + Bonus

BENEFITS & PERKS LOCAL REPRESENTATIVE:
Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

APPLICATION DETAILSNo Resume Required, Entry-Level

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Are you a natural problem solver with a passion for helping others? We’re looking for Customer Service Agentsto support inbound customer service, help desk, technical support, and back-office operations for both commercial and public sector clients.

In this role, you’ll work amid-shift schedule, handling inbound calls, resolving basic technical issues, and assisting customers with product and process-related inquiries all while representing some of the world’s most recognized brands.

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.

--------------POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• Provide courteous, timely, and professional support via inbound and outbound calls
• Troubleshoot and resolve customer issues, aiming for first call resolution
• Use internal systems to research and retrieve information as needed
• Collaborate with other departments to resolve complex issues
• Accurately document customer interactions and claims
• Follow scripts, policies, and procedures while using your training and knowledge base
• Handle sensitive information with confidentiality and care
• Escalate unresolved issues to the appropriate team or manager
• Stay current by attending training sessions and reviewing updated materials
• Meet all attendance and scheduling requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to type at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Dependable and punctual with a strong work ethic
• Skilled in troubleshooting, follow-up, and issue resolution
• Conflict resolution and negotiation abilities
• Customer-focused: empathetic, patient, and responsive
• Able to multitask, stay organized, and self-manage
• Team-oriented with a positive attitude
• Comfortable in a fast-paced, ever-changing environment
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues

Preferred (Not Required)

• 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or admin roles
• Experience in a contact center or government-related work

CONDITIONS OF EMPLOYMENT

All MCI Locations

• 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…