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About the Role

This role supports customer service, technical support, and customer sales interactions by handling inbound inquiries, troubleshooting basic technical issues, and assisting callers with product and process-related questions. Representatives professionally represent recognizable brands and contribute to customer success.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Ensure first call resolution through problem-solving and effective call handling
• 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

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers
• Must be authorized to work in the country where the job is based
• Willing to submit to a background and/or security investigation
• Willing to submit to drug screening

Skills

• Customer service
• Technical support
• Sales
• Data entry
• Microsoft Office Suite
• Computer applications
• Conflict resolution
• Problem solving
• Negotiation
• Multi-tasking
• Interpersonal skills

Location

• Sydney, NS

Work Type

• On-site
• Full-time

Experience Level

• Entry-level
• 1 year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment (preferred)

Education Level

• High school diploma or equivalent

Benefits

• Paid Time Off
• Paid holidays
• Supplemental health coverage
• Life insurance options
• Accident insurance
• Critical illness insurance
• Career Growth opportunities
• Paid Training

About the Company

• MCI is a tech-enabled business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions.
• We operate in diverse industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services.
• Our contact centers utilize on-site and remote agents with advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
• MCI is committed to fostering an environment for professional growth, continuous learning, and career development.
• Named by Inc. Magazine as Iowa's Fastest Growing Company in 2019 and ranked among the fastest-growing private companies in the USA.
• Operates ten business process outsourcing service delivery facilities globally.
• Employs over 10,000 individuals across various MCI brands.

Equal Opportunity

• MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
• All employment aspects are based on merit and qualifications.
• MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
• MCI does not discriminate based on 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.
• 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 protected characteristics.
• Adheres to principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
• Provides reasonable accommodation to qualified employees with protected disabilities as required by applicable laws.