Bilingual French Call Center Representative

LOCATION

Cape Town, ZA

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 a wide range of industries, including 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.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for professional and customer-focused Bilingual French Call Center Representatives to join our team. In this role, you will provide exceptional customer support to English- and French-speaking clients, ensuring all customer inquiries, concerns, and service requests are handled efficiently and professionally. The ideal candidate is fluent in both languages, has strong communication skills, and thrives in a fast-paced customer service environment.

• Handle high volumes of inbound and outbound customer calls in both English and French
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• Provide accurate information and support regarding customer accounts, billing queries, service requests, product information, and account updates.
• Communicate effectively with customers across both languages, ensuring clarity, professionalism, and cultural sensitivity.
• Translate customer concerns, requests, and information where required to support internal communication and issue resolution.
• Resolve first-line customer inquiries efficiently while maintaining a high standard of service.
• Escalate complex customer complaints or technical issues to the relevant departments for further investigation and resolution.
• Accurately capture, update, and maintain customer records, call notes, and case information within CRM or internal systems.
• Adhere to company policies, compliance requirements, and quality assurance standards during all customer interactions.
• Meet or exceed daily, weekly, and monthly performance targets, including call handling metrics, service levels, customer satisfaction, and quality scores.
• Maintain up-to-date knowledge of company products, services, processes, and policies to ensure accurate customer support.
• Participate in team meetings, training sessions, and coaching initiatives to improve service delivery and performance.

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate / Grade 12 (mandatory).
• Fluency in both English and French (spoken and written) is essential.
• Previous experience in a bilingual customer service, call center, or contact center environment is preferred.
• Strong verbal and written communication skills in both languages.
• Excellent listening, problem-solving, and conflict-resolution abilities.
• Strong interpersonal skills with the ability to build rapport and manage customer expectations.
• Good computer literacy, including experience with CRM systems, Microsoft Office, and data capturing.
• High attention to detail and strong organizational skills.
• Ability to multitask, manage time effectively, and work under pressure in a target-driven environment.
• Willingness to work flexible shifts, including evenings, weekends, public holidays, and rotational schedules where required.

• Customer-centric mindset with a professional and empathetic approach.
• Adaptability and resilience in handling difficult or high-volume customer interactions.
• Strong teamwork and collaboration skills.
• Ability to work independently while maintaining productivity and service standards.

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…