Customer Service Representative

Sydney, NSW

The Customer Service Representative will handle inbound and outbound calls, providing friendly and professional support for a wide range of industries including healthcare, retail, government, and technology. The role requires empathy, solution‑orientated thinking, and the ability to thrive in a fast‑paced, customer‑focused environment.

• Engage with customers via inbound and outbound calls, providing friendly and professional support.
• Actively listen to customer concerns and deliver effective, timely resolutions.
• Use internal systems to manage accounts, process claims, and retrieve information.
• Identify opportunities to upsell or upgrade products and services.
• Clearly explain products, services, and processes to customers.
• Escalate complex issues to the appropriate team when needed.
• Strive for first‑call resolution through strong problem‑solving skills.
• Stay current with training, meetings, and process updates.
• Maintain excellent attendance and punctuality.

• Must be 18 years or older.
• High school diploma or equivalent.
• Strong written and verbal communication skills.
• Ability to type at least 20 WPM.
• 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, conflict resolution, and follow‑up.
• Customer‑first mindset: empathetic, patient, and responsive.
• Ability to multitask, stay organized, and manage time independently.
• Team player with a positive attitude and strong interpersonal skills.
• Comfortable working in a dynamic, fast‑changing environment.

• Authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offer contingent on results.
• Must be willing to submit to drug screening; job offer contingent on results (does not apply in Canada).

• Paid Time Off (PTO) and paid holidays.
• Health benefits for full‑time employees, including supplemental coverage through Blue Cross.
• Life insurance options.
• Accident and critical illness supplemental insurance.
• Career growth opportunities with internal promotion focus.
• Paid training and tuition assistance.
• Casual dress code and engaging work environment.

MCI maintains a work environment free from discrimination. All aspects of employment are based solely on merit and qualifications. MCI will provide reasonable accommodations to qualified employees with disabilities and will not tolerate discrimination or harassment on any protected basis.

The position is largely sedentary, requiring the use of a computer and telephone headset. Occasional light lifting up to 40 pounds and routine movement around the office may be required.