Call Centre Agent

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.

Were expanding our team inSydney Nova Scotia and looking for enthusiasticCall Centre Agentsto join our fast-growing organization. In this role youll handle inbound phone interactions with both residential and business customers delivering exceptional service resolving inquiries and promoting relevant products and services.

This is an excellent opportunity for individuals who are dependable eager to learn and passionate about customer care. We offer flexible scheduling with bothfull-time and part-timepositions available.

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.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO

In this role you handle inbound and outbound calls helping to support customer service technical support and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues sell new products and services and ensure a best-in-class customer experience.

In addition to providing exceptional service you will need to be a confident fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• Manage inbound and outbound calls in a courteous and professional manner
• Resolve customer issues efficiently 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
• Engage in solution-focused conversations to identify the best options for customers
• Use training materials and knowledge bases to provide accurate information while following scripts and procedures
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to supervisors or specialized teams when necessary
• Stay current on program updates systems and procedures through regular training and meetings
• Adhere to attendance and scheduling requirements

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

We provide all new employees with world-class training so all positive driven and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated energetic and dedicated.

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Strong verbal written 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
• Reliable and punctual with excellent time management
• Strong problem-solving and conflict resolution skills
• Customer-focused with empathy patience and professionalism
• Able 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

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)

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION

At MCI we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:
We understand the importance of balance and support which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily weekly and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical dental and vision coverage after 90 days of employment and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions employees enjoy 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.

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

This job operates in a professional office environment. While performing the duties of this job the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment including a phone copier and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects move objects from place to place hold onto objects and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

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 persons 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 MCIs 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 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 adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs anddiscipline. In addition MCIs 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.

MCI helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of Fastest-Growing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70) and Temporary and Administrative Professional Staffing (TAPS Schedule 736) Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to mid-market Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC Aqua EastWest BPO TeleTechnology and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an all-inclusive list of the duties responsibilities skills and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract and either you or the employer may terminate employment at any time for any reason.