Inbound Customer Service Agent

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, On-site Interview

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.

We’re hiring

Customer Care Representatives to support inbound service projects for a wide range of clients including government programs and some of the world’s most recognizable brands. In this role, you’ll identify customer needs, research and resolve issues, and recommend new products and services to enhance the customer experience.

If you're a patient, empathetic communicator who enjoys helping others and solving problems, this could be the perfect opportunity for you!

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:

• Handle inbound and outbound calls in a courteous, timely, and professional manner
• Resolve customer concerns with a focus on first-call resolution
• Research internal systems to locate missing information and collaborate with other departments as needed
• Accurately document customer interactions and claims
• Use training and knowledge base tools to answer questions while following scripts, policies, and procedures
• Maintain confidentiality and handle sensitive information with care
• Escalate complex issues to the appropriate team or supervisor
• Stay current with program updates by attending training sessions and reviewing new 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 of age or older
• High school diploma or equivalent
• Excellent 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
• Strong problem-solving and follow-up skills
• Conflict resolution and negotiation abilities
• Customer-focused: empathetic, patient, and responsive
• Able to multitask, stay organized, and self-manage
• Comfortable in a fast-paced, dynamic environment
• Excellent interpersonal skills and a collaborative mindset

Preferred (Not Required)

• 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative 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 drug screening. Job offers are contingent on drug screening…