Position Overview Cape Town, ZA. MCI is a leading tech‑enabled business services company. We are seeking professional, customer‑focused Bilingual French Call Center Representatives to provide exceptional support to English‑ and French‑speaking clients in a fast‑paced call center environment. 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. Candidate Qualifications 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. Conditions of Employment Must be authorized to work in the country where the job is based. 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 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. #J-18808-Ljbffr