Sydney Telecom Customer Care Representative

Telcom Customer Care Representative (Full-time)

Location:

Sydney, NS

We are looking for a customer‑service focused representative to work at our on‑site call center. The role involves troubleshooting, sales of new products, and technical support across the country.

• Handle inbound and outbound contacts courteously, promptly, and professionally.
• Listen to customers, understand their needs, and resolve issues.
• Research systems to locate missing information and coordinate with other departments.
• Follow client program processes and scripts, policies, and procedures.
• Utilize systems and technology to complete account‑management tasks.
• Accurately document claims in appropriate systems.
• Escalate issues appropriately to managerial staff.
• Ensure first‑call resolution through problem solving and effective call handling.
• Attend meetings, training, and review new material to stay current.
• Adhere to all attendance and work‑schedule requirements.

Required:

• 18 years of age or older.
• High‑school diploma or equivalent.
• Experience with data entry on a computer.
• Fluent reading and speaking in English.
• Wired, high‑speed internet connection (↓ 20 Mbps).
• Excellent written, oral, and organizational communication skills.
• Typing speed of 20+ words per minute.
• Availability for scheduled shifts, including training period.
• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Comfortable with Windows PC applications and learning new system applications.
• Reliable attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer‑service oriented (empathetic, patient, responsive).
• Multi‑tasking, focus, and self‑management skills.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment.
• Excellent interpersonal skills.

Preferred:

• One year of experience in customer service, technical support, inside sales, or contact‑center related roles.
• State or federal work experience.

• Must be authorized to work in the relevant country.
• Must submit to level II background and/or security investigation; offers contingent on results.
• Must submit to drug screening; offers contingent on results (not required in Canada).

All applicants are considered based on merit. MCI does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, or any other protected class in accordance with applicable laws. MCI will consider qualified applicants with criminal histories where lawful.

• Paid time off:
  Earn PTO and paid holidays.
• Health benefits:
  
  Supplemental coverage through Blue Cross for full‑time employees.
• Life insurance:
  Options available.
• Supplemental insurance:
  Accident and critical illness coverage.
• Career growth opportunities.
• Paid training.
• Team‑oriented, engaging work culture.
• Casual dress code.