French Customer Service Support Agent

French Customer Service Support Agent

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!

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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

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.

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)

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.

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.

Diversity and Equality

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.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.