Entry-Level Telecom Customer Care Agent (Full-Time) (Lingan Road)

POSITION OVERVIEW ENTRY-LEVEL TELCOM CUSTOMER CARE AGENT (FULL-TIME) – Here at MCI, we keep things light. We believe our customer service representatives are at their best when they're happy. This is an in‑office call center position and a chance to work indoors in a fun and energetic environment. Our training will make you an expert in Fortune 500 products and state‑of‑the‑art communications technology. Following a best‑in‑class training, you will help customers by troubleshooting any overlooked options and offering them new products and services. You will earn commission on top of your hourly wage and through daily contests. This is a rare opportunity to share in the vision and success of a growing company. POSITION RESPONSIBILITIES This position supports 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. 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; 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 elevate 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. Experience with data‑entry utilizing a computer. 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. 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. Ability to evaluate, troubleshoot, and follow up on customer issues. 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. 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: 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 & BENEFITS At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and grow with you. Paid Time Off: Earn PTO and paid holidays. Health Benefits: Full‑time employees are eligible for supplemental health coverage through Blue Cross. Life Insurance: Access life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Internal promotion opportunities. Paid Training: Earn while you learn. Fun, Engaging Work Environment: Team‑oriented culture. Casual Dress Code. SCHEDULE We offer a wide range of scheduling options for qualified candidates. Multiple shifts and weekly work variations are available. Please ask a Talent Acquisition Specialist about the specific scheduling options at your location. PHYSICAL REQUIREMENTS This job is largely sedentary; you will sit/stand for long periods using a computer and telephone headset. You may occasionally move about the office, reach in any direction, lift or move objects up to 40pounds. CONDITIONS OF EMPLOYMENT Must be authorized to work in the country where the job is based. Job at MCI location. Willing to submit to LevelII background and/or security investigation and drug screening. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations unless undue hardship. Contact Human Resources for accommodation requests. EQUAL OPPORTUNITY EMPLOYER MCI embraces diversity and prohibits discrimination. All employment decisions are based solely on merit and qualifications. MCI will consider qualified applicants with criminal histories as permitted by law. For more details, see the EEO statement. DISCLAIMER The purpose of this job description is to provide a general overview of the role. It is not an exhaustive list of duties and responsibilities. You may be asked to perform other duties. Performance may be evaluated in part on tasks listed here. The employer may revise this description at any time. This is not an employment contract, and either party may terminate employment at any time for any reason. #J-18808-Ljbffr The Sydney Call Centre