Inbound Call Center Agent

MCI; Sydney; On-site; CAD 30,000 - 60,000; Full time

Job summary

MCI, a leading BPO company, seeks inbound call center agents in Sydney, NS. This role involves handling customer calls, troubleshooting issues, and upselling products. No prior experience is required, making it an excellent opportunity for motivated individuals to start their careers with comprehensive training and support.

Benefits

Paid Training

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Savings Options

Flexible Schedules

Career Advancement Opportunities

Casual Dress Code

Qualifications

• Must be 18+ years old.
• Strong organizational and communication skills.
• Typing speed of 20+ WPM.

Responsibilities

• Handle inbound and outbound contacts professionally.
• Achieve first-call resolution through effective problem-solving.
• Document customer claims accurately in systems.

Skills

Communication

Problem Solving

Customer Service

Organizational Skills

Interpersonal Skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

LOCATION

Sydney, NS

JOB TYPE

Full-Time

PAY 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 DETAILS

No 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 are looking for inbound call center agents to join our growing team! In this role, you will handle inbound calls, troubleshoot basic technical issues, build strong customer relationships, and fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. Prior call center experience is not required; candidates experienced in customer service industries, such as servers, bartenders, and retail associates, are encouraged to apply!

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?

In this role, you handle inbound and outbound calls, supporting customer service, technical support, and sales interactions. You will interact with hundreds of customers nationwide weekly to resolve issues, sell products, and ensure a top-tier customer experience.

You should be a confident, engaged team player with a positive attitude each day.

Key Responsibilities:

• Handle inbound and outbound contacts professionally and courteously.
• Achieve first-call resolution through effective problem-solving.
• Research systems to find missing info; coordinate with departments when needed.
• Document customer claims accurately in systems.
• Lead fact-finding discussions to find the best solutions for customers.
• Use training and knowledge bases to answer questions following scripts and policies.
• Protect confidential and personal information.
• Escalate issues to appropriate staff when necessary.
• Participate in meetings and training to stay updated.
• Follow attendance and schedule requirements.

CANDIDATE QUALIFICATIONS

ARE YOU A GOOD FIT?

We provide comprehensive training, so positive, motivated, and confident applicants are encouraged to apply. Success relies on relationship-building and applying training effectively.

Qualifications:

• Must be 18+ years old
• High school diploma or equivalent
• Strong organizational and communication skills
• Typing speed of 20+ WPM
• Basic Microsoft Office skills
• Understanding of Windows OS
• Reliable with good attendance
• Ability to troubleshoot and follow up on issues
• Conflict resolution and problem-solving skills
• Customer service oriented (empathetic, patient)
• Ability to multitask and self-manage
• Team-oriented and customer-focused
• Comfortable in a fast-paced, changing environment
• Strong interpersonal skills

Preferred (Not Required):

• 1+ year in customer service, technical support, sales, or admin support
• Experience with government work

CONDITIONS OF EMPLOYMENT

All Locations

• Authorized to work in the country

Additional Requirements

• Willing to undergo background/security checks and drug screening (where applicable)

COMPENSATION & BENEFITS

VALUE YOUR CONTRIBUTION

We offer competitive pay, benefits, and incentives, including:

• Paid Time Off and holidays
• Contests with cash prizes and rewards
• Health insurance after 30-90 days
• Retirement savings options
• Disability and life insurance
• Career advancement opportunities
• Paid training
• A fun, team-oriented environment
• Casual dress code

Our benefits are tailored to fit diverse needs across locations and subsidiaries, emphasizing recognition, growth, and a supportive environment.

If you're ready to join a company that values your efforts and supports your growth, apply today!

PHYSICAL REQUIREMENTS

This role is largely sedentary, requiring sitting/standing for long periods, using a computer and headset. Occasional movement and lifting up to 40 pounds may be needed.

REASONABLE ACCOMMODATION

We provide accommodations for disabilities upon request, in accordance with ADA. Contact Human Resources if needed.

DIVERSITY AND EQUALITY

We promote a diverse, inclusive workplace where all employees are treated with dignity and respect. We do not discriminate based on protected characteristics and consider qualified applicants with criminal histories.

ABOUT MCI

MCI offers industry-leading solutions in BPO, IT, and related services, with a strong growth record and a diverse global presence. We prioritize digitalization, modernization, and creating value for clients and employees alike.

DISCLAIMER

This description provides a general overview and is not exhaustive. Duties may change, and employment is at-will. We reserve the right to revise this description at any time.