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Requirements and responsibilities
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.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 seeking a motivated and customer-focused French Speaking Customer Service Representative to join our dynamic team. In this role, you will be responsible for providing professional and efficient support to French-speaking customers across multiple channels. You will act as the first point of contact, assisting customers with inquiries, resolving issues, and ensuring a positive customer experience. This position is ideal for individuals who are passionate about customer service, highly organized, and able to communicate effectively in both French and English.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.POSITION RESPONSIBILITIESKey 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 QUALIFICATIONSWONDER 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/GEDFluency 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 HaveAdditional 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 EMPLOYMENTAll MCI LocationsMust be authorized to work in the country where the job is based.Subject to the program and location of the positionMust 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 REQUIREMENTSThis 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 ACCOMMODATIONConsistent 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 EQUALITYAt 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.
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