Call Centre Agent

Sydney, Nova Scotia

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call‑center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across industries such as healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

We’re expanding our team in Sydney, Nova Scotia, and looking for enthusiastic Call Centre Agents to join our fast‑growing organization. In this role, you’ll 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 dependable, eager‑to‑learn, and customer‑care‑passionate individuals. Flexible scheduling is available with both full‑time and part‑time positions.

• 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.

• 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.

• Must be authorized to work in the country where the job is based.
• 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).

• Competitive starting compensation based on experience.
• Paid Time Off:
  Earn PTO and paid holidays.
• Health Benefits:
  
  Full‑time employees eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access to life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Focus on internal promotions and significant advancement opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment:
  Team‑oriented culture fostering collaboration and engagement.
• Casual Dress Code:
  Comfortable work attire.

This job is performed in a professional office environment. 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 regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasional movement in the office, reaching in any direction, raising/lowering objects, moving objects from one place to another, holding…