Bilingual French Customer Service Agents (Monterrey)

Company Description

MICO WORLD MENA is part of MICO WORLD, a world‑leading open social platform founded in 2014 that offers social experiences such as chatting, video and voice calls, live streaming, and casual games. The company has launched multiple social products, including MICO, YoHo, TopTop, and Sugo, serving over 100 million users in more than 150 countries and regions. The organization focuses on delivering high‑quality, engaging social products while continuously enhancing localization and brand awareness worldwide.

MICO WORLD MENA offers a dynamic, multicultural environment with opportunities to support users across diverse markets.

Role Summary

This is a full‑time, on‑site role for a French Customer Service Representative based in Technology Park, NLE.

Responsibilities

• Provide front‑line support to French‑speaking users via chat, email, and phone, responding to inquiries about app features, account issues, and live streaming services.
• Monitor user feedback, identify common issues, and suggest improvements to enhance the user experience.
• Ensure compliance with community guidelines by reporting inappropriate content, documenting interactions, and maintaining accurate records in customer service systems.
• Collaborate with product, operations, and moderation teams to support localized services in MENA and general markets.
• Work in shifts, including evenings, weekends, and holidays, based on business needs.

Qualifications

• Strong customer support skills, including problem‑solving, active listening, and empathetic communication.
• Proficiency in French (native‑level or fluent) and strong proficiency in English (written and spoken).
• Familiarity with online platforms, social media, live streaming, and mobile apps, with the ability to guide users through app features.
• Comfort using customer service tools, ticketing systems, and basic office software for documentation and reporting.
• Previous experience in customer service, call centers, or tech support preferred, especially in internet or social media industries.
• Diploma or bachelor's degree in a relevant field (e.g., )