Bilingual French Call Center Representative

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.

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

• Handle high volumes of inbound and outbound customer calls in both English and French.
• 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.

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:

• 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.

Preferred Competencies

• 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 specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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.

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

• Handle high volumes of inbound and outbound customer calls in both English and French.
• 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.

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:

• 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.

Preferred Competencies

• 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.

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)

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.

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.

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.

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.

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.