Call Centre Representative (Blended)

MCI; Sydney; On-site; CAD 30,000 - 40,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Life insurance options

Career growth opportunities

Paid training

Job summary

MCI is seeking a call center representative in Sydney, NS to support inbound and outbound customer service and sales projects. This entry-level position requires strong communication skills and a high school diploma. Responsibilities include handling customer inquiries and upselling products. MCI offers competitive compensation, a variety of benefits including paid time off, health coverage, and career growth opportunities in a team-oriented culture.

Qualifications

• Must be 18 years of age or older.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words per minute).
• Basic knowledge of Microsoft Office Suite.

Responsibilities

• Handle inbound and outbound calls in a courteous and professional manner.
• Ensure first call resolution through problem solving.
• Document and process customer claims accurately.

Skills

Excellent organizational skills

Communication skills

Customer-service oriented

Problem-solving

Ability to multi-task

Education

High school diploma

Tools

Microsoft Office Suite

Job description

LOCATION

Sydney, NS

POSITION OVERVIEW

MCI is a technology‑driven business services company offering Customer Experience, Business Process Outsourcing, and cloud technology solutions. We are looking for call center representatives to support inbound and outbound customer service and sales projects, handling inquiries, making outbound calls to existing customers, and upselling new products and services. This entry‑level role offers competitive compensation, bonus plans, and opportunities to work on government programs and well‑known brands.

POSITION RESPONSIBILITIES

In this role you will handle inbound and outbound calls, supporting customer service, technical support, and sales interactions. You will interact with hundreds of customers each week, resolving support issues, selling new products, and ensuring a best‑in‑class customer experience.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information and coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact‑finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managers for resolution as needed
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

We provide world‑class training, so all motivated and confident applicants are encouraged to apply. This position relies on building relationships and turning training knowledge into customer wins. Ideal candidates:

• 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 per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating systems
• Highly reliable with the ability to maintain regular 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, 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 prevail
• Excellent interpersonal skills and the ability to build relationships with team and customers

Preferred (Not Required)

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

CONDITIONS OF EMPLOYMENT

• Must be 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 offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

COMPENSATION DETAILS

Starting compensation is based on experience, with a variety of benefits and incentives that grow over time.

Benefits include:

• Paid Time Off and paid holidays
• Health benefits – full‑time employees are eligible for supplemental health coverage through Blue Cross
• Life insurance options
• Supplemental accident and critical illness insurance
• Career growth with a focus on internal promotions
• Paid training while earning a paycheck
• Fun, engaging work environment with a team‑oriented culture
• Casual dress code

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will largely be sedentary and required to sit or stand for long periods while using a computer and telephone headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer, and may occasionally need to move around the office, reach in any direction, lift or move objects, and exert force up to forty pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act, MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. If reasonable accommodations are needed, contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, with employees treated with dignity and respect. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. MCI adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by law.