Company: The Sydney Call Centre
Location: Sydney, NS
Expected salary:
Job date: Sun, 27 Apr 2025 01:54:53 GMT
Job description: , Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables… following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal…
The content focuses on various services and brands under MCI, emphasizing:
- Collections: Services for managing debts and receivables.
- Customer Experience Provider (CXP): Enhancements in customer interactions and satisfaction.
- Customer Service: Support mechanisms for client inquiries and issues.
- Digital Experience Provider (DXP): Solutions that enhance online customer interactions and engagement.
The associated MCI brands include:
- MCI BPO: Business Process Outsourcing services.
- MCI BPOaaS: BPO as a Service, offering flexible outsourcing solutions.
- MarketForce: Marketing and sales strategies.
- GravisApps: Technology solutions.
- Gravis Marketing: Marketing services and strategies.
- MarchEast: Specialized services offered in specific markets.
- Mass Markets: Large-scale customer engagement strategies.
- MCI Federal: Services tailored for government clients.
Overall, MCI’s focus is on providing comprehensive solutions across customer experience, support, and digital engagement platforms.
The job description for the Inbound Customer Service Agent position at The Sydney Call Centre in Sydney, Nova Scotia, is as follows:
Position Overview:
MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet the diverse needs of our clients. This role involves supporting customer service, technical support, and customer sales interactions. You will 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.
Key Responsibilities:
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Listen to customers, understand their needs, and resolve customer issues.
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable.
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
- 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.
Candidate Qualifications:
- Must be 18 years of age or older.
- High school diploma or equivalent.
- Excellent organizational, written, and oral communication skills.
- The ability to type swiftly and accurately (20+ words a minute).
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Basic understanding of Windows operating system.
- 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.
Preferred (Not Required):
- One (1) 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.
Compensation Details:
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.
For more information and to apply, please visit the job posting on Careerjet.
