Contact Centre Representative II (Experienced)

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

Benefits offered by this job

Paid Time Off

Health Benefits

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI is hiring a Contact Center Representative (Level II) in Sydney, NS. This full-time, on-site role focuses on customer service, technical support, and sales initiatives. Candidates should possess strong communication skills and basic proficiency in Microsoft Office, with a high school diploma required. The position offers paid training, health benefits, and opportunities for career growth. Ideal applicants are reliable, customer-focused, and thrive in fast-paced environments.

Qualifications

• Must be 18 years or older.
• Highly reliable with excellent time management and punctuality.
• Comfortable working in a fast-paced, dynamic environment.

Responsibilities

• Handle inbound and outbound calls to support customer service.
• Resolve customer issues aiming for first call resolution.
• Document customer interactions and process claims.

Skills

Strong written communication skills

Customer-focused with empathy

Problem-solving skills

Basic proficiency in Microsoft Office

Ability to multitask

Conflict resolution

Education

High school diploma or equivalent

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Windows operating systems

Job description

LOCATION

Sydney, NS

POSITION OVERVIEW

MCI is a tech-enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Any‑as‑a‑Service (XaaS) solutions across healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers use advanced technologies to support both on‑site and remote agents, enabling scalable, cost‑effective customer journeys.

We are hiring a skilled and dependable Contact Center Representative (Level II) to support inbound and outbound customer service, technical support, and sales initiatives. The role involves interacting with customers to address inquiries, resolve complaints, troubleshoot issues, and promote eligible products and services. This full‑time, on‑site position includes paid training and offers clear career advancement into supervisory, training, talent acquisition, and operations management roles.

POSITION RESPONSIBILITIES

In this role, you handle inbound and outbound calls to support customer service, technical support, and customer sales interactions. You will interact with hundreds of customers each week to resolve issues, sell new products, and ensure a best‑in‑class customer experience. You must bring a positive and enthusiastic outlook to work each day.

Key Responsibilities

• Manage inbound and outbound calls in a courteous, timely, and professional manner
• Resolve customer issues effectively, aiming for first call resolution
• Research internal systems to retrieve missing information and collaborate with other departments as needed
• Accurately document customer interactions and process claims
• Conduct needs‑based conversations to identify the best solutions for customers
• Use training resources and knowledge bases to provide accurate information while following scripts and procedures
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to the appropriate personnel when necessary
• Participate in training sessions and team meetings to stay current on updates and best practices
• Adhere to attendance and scheduling requirements

CANDIDATE QUALIFICATIONS

We provide world‑class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates are highly motivated, energetic, and dedicated.

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong written, verbal, and organizational communication skills
• Typing speed of at least 20 words per minute
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with Windows operating systems
• Highly reliable with excellent time management and punctuality
• Strong problem‑solving, troubleshooting, and follow‑up skills
• Conflict resolution and negotiation abilities
• Customer‑focused with empathy, patience, and professionalism
• Ability to multitask, self‑manage, and stay focused
• Team‑oriented with a collaborative mindset
• Comfortable working in a fast‑paced, dynamic environment
• Excellent interpersonal skills and the ability to build rapport with customers and colleagues

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 results. (Does not apply in Canada)

COMPENSATION DETAILS

Starting compensation is based on experience. MCI offers a comprehensive benefits package and incentives that grow with you.

What you can expect from MCI:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Health Benefits: Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: Focus on internal promotions and significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

PHYSICAL REQUIREMENTS

This role is performed in a professional office environment. The employee will be largely 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 be required to move around the office, reach in any direction, and lift or move objects up to 40 pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please 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 at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal‑opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care 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, regulations, and ordinances. 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. We adhere 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 applicable laws, regulations, and ordinances where an employee works.