Call Centre Agent | Sydney, Ns The Sydney Call Centre

Job title : Call Centre Agent | Sydney, NS
Company : The Sydney Call Centre
Job description : POSITION OVERVIEW We are looking for call centre agents in the Sydney, NS area to join our rapidly growing team.
You will be responsible for handling inbound phone interactions with residential and business customers managing the customer experience, educating and up-selling customers on products and services.
Candidates should be highly reliable, have excellent communication skills, and be willing to learn on the job constantly.
Both full-time and part-time options are available, with multiple shifts and scheduling options.
POSITION RESPONSIBILITIES 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.
Essential Duties Handle inbound and outbound contacts in a courteous, timely, and professional mannerEnsure first call resolution through problem solving and effective call handlingResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when neededAccurately document and process customer claims in appropriate systemsLead fact-finding discussions to determine the best options for the customerUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and proceduresComply with requirements surrounding confidential information and personal informationEscalate customer issues to the appropriate staff and managerial for resolution as neededAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirementsCANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT? 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 of age or olderHigh school diploma or equivalentExcellent organizational, written, and oral communication skillsThe 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 systemHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem-solving, and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experienceCOMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.
Standard starting compensation is commensurate with experience.
Employees earn paid time off as well as paid holidays and paid training opportunities.
Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars.
In addition to our standard group benefits offering for full-time employees following 90 days of employment, all employees are eligible to opt for our MEC medical plan after only 30 days of employment.
Benefits options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS Medical, Dental, and Vision Coverage OptionsPaid Time-OffAdvancement OpportunityFun, Engaging Work EnvironmentCasual Dress CodeCash and Prize ContestsPHYSICAL REQUIREMENTS 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.
CONDITIONS OF EMPLOYMENT Must be authorized to work in their country of residence (The United States or Canada)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 resultsREGARDING COVID-19 As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.
Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.
REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies to all aspects of employment.
If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources.
Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.
All aspects of employment at MCI are based solely on a person's merit and qualifications.
MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.
All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
ABOUT US 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.
DISCLAIMER The purpose of the above job description is to provide potential candidates with a general overview of the role.
It's 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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
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