French Customer Service Support Agent

POSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.

We're looking for a  French Customer Service Support Agent  who enjoys helping people, solving problems and creating great experiences. In this role, you will be a key point of contact for our French speaking customers providing friendly, professional support across multiple channels and making sure every interaction is handled with care.

You will assist with customer questions, resolve concerns and find effective solutions while keeping the customer experience at the heart of everything you do. If you're confident communicating in French and English, enjoy working in a fast-paced environment and take pride in delivering exceptional service, we would love to hear from you!

POSITION RESPONSIBILITIES

Key Responsibilities:

Provide exceptional customer support to French-speaking customers via phone, email, and chat.

Handle customer inquiries, complaints, and requests in a professional and timely manner.

Accurately capture and update customer information in internal systems and CRM platforms.

Troubleshoot and resolve customer issues while maintaining high service standards.

Escalate complex issues to the appropriate internal teams when necessary.

Maintain detailed and accurate records of all customer interactions.

Meet or exceed individual and team performance targets, including quality, productivity, and customer satisfaction metrics.

Follow company policies, procedures, and compliance guidelines.

Collaborate with team members and other departments to ensure seamless customer support.

CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
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:

High School Diploma/GED

Fluency in  French and English  (spoken and written) is essential.

Previous experience in a  customer service or call centre environment , preferably within a BPO environment.

Strong verbal and written communication skills.

Ability to handle high volumes of customer interactions while maintaining quality service.

Basic computer literacy and experience working with CRM or ticketing systems.

Strong problem-solving skills and the ability to remain calm under pressure.

Nice to Have

Additional language skills.

Experience supporting international customers.

Familiarity with customer service platforms or CRM systems.

Experience working in a fast-paced, target-driven environment.

Strong administrative and organizational skills.

PHYSICAL 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
All MCI Locations

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

Subject to the program and location of the position

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)

REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a…