Requirements
The Bilingual Customer Service Representative must possess strong bilingual communication skills in French and English, along with customer service and problem-solving abilities. Basic computer proficiency, typing, navigating systems, and documenting interactions are essential. The role requires time management and organizational skills to prioritize tasks and meet performance goals. Ability to work on-site, collaborate with a team, and adapt to changing processes is necessary. A high school diploma or equivalent is required, and previous customer service experience is preferred but not mandatory as training will be provided. Willingness to work shifts, including evenings, weekends, or holidays, is also a requirement.
Description
Company Description Alorica is a global customer experience (CX) provider focused on creating customers for life by designing interactions that elevate client brands. As a full-service CX partner, Alorica brings together proven performance, deep industry expertise, and advanced technology to deliver measurable results. The company is known for challenging convention, building strong client relationships, and operating with integrity and authenticity. With approximately 100,000 professionals across 17 countries, Alorica serves more than 250 brands in over 75 languages. Team members join a culture that values curiosity, creativity, connection, and commitment to excellent customer experiences.Role Description The Bilingual Customer Service Representative (French–English) is a full-time, on-site role based in Qesm El Sheikh Zaid. In this position, the representative responds to customer inquiries in both French and English via phone, chat, and email, providing accurate information and resolving issues efficiently. Daily tasks include handling account questions, troubleshooting basic service problems, processing requests, documenting interactions in internal systems, and following established procedures and quality guidelines. The representative collaborates with supervisors and team members, escalates complex issues when necessary, and consistently meets performance targets for customer satisfaction, accuracy, and productivity. The role also involves maintaining a professional, empathetic tone, adhering to company policies, and participating in coaching or training sessions to continually improve service quality.QualificationsStrong bilingual communication skills in French and English, including clear verbal communication, active listening, and professional writing.Customer service and problem-solving abilities, with experience handling inquiries, resolving issues, and managing difficult or escalated interactions respectfully.Basic computer proficiency, including typing, navigating multiple systems or CRM tools, and accurately documenting customer interactions.Time management and organizational skills, with the ability to prioritize tasks, follow procedures, and meet performance goals in a fast-paced environment.Ability to work on-site in Qesm El Sheikh Zaid, collaborate with a diverse team, and adapt to changing processes, schedules, and performance expectations.Previous experience in contact centers, customer support, or similar service roles is preferred but not required; training will be provided.High school diploma or equivalent required; further education in business, communications, or related fields is an advantage.Willingness to work shifts, including evenings, weekends, or holidays as needed, and commitment to maintaining confidentiality and data security.