Bilingual Travel Agent (French) - Spotnana Trained

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers leverage both on-site and remote agents with advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We foster an environment where professionals can build meaningful careers, access continuous learning, and contribute to a globally expanding, industry-leading organization.

About the role

We are seeking an experienced and customer-focused Bilingual Travel Agent with strong French and English communication skills to join our onsite BPO/contact center team. In this role, you will assist travelers with planning, booking, and managing their travel arrangements while providing professional and efficient customer service using the Spotnana travel platform.

Responsibilities

• Assist travelers with planning, booking, and managing business and leisure travel arrangements.
• Use the Spotnana travel platform to search, book, and service air, hotel, car, and rail travel.
• Manage new and existing reservations accurately and efficiently.
• Make itinerary changes, cancellations, exchanges, and rebookings as required.
• Review traveler profiles, preferences, and applicable travel policies when making reservations.
• Identify suitable travel options based on traveler requirements, preferences, and available inventory.
• Provide accurate information regarding itineraries, fares, travel arrangements, changes, and cancellations.
• Assist travelers with schedule changes, travel disruptions, and other travel-related issues.
• Respond to customer inquiries and provide appropriate travel solutions in a professional and timely manner.
• Maintain accurate traveler and reservation information within the Spotnana platform.
• Follow established travel policies, procedures, and service standards.
• Resolve customer concerns efficiently while maintaining a high level of customer service.
• Escalate complex or exceptional travel-related issues when appropriate.
• Manage multiple customer requests in a fast-paced, high-volume BPO/contact center environment.
• Meet established quality, productivity, and customer service standards.

Requirements

• At least 2 years of experience in the travel industry.
• Proven hands-on experience using the Spotnana travel platform (required).
• Fluency in French and English, both written and spoken.
• Experience supporting business or corporate travel (advantageous).
• Strong knowledge of travel reservations and booking processes.
• Experience handling itinerary changes, cancellations, exchanges, and rebookings.
• Knowledge of air travel, hotels, car rentals, and/or rail travel.
• Experience working with travel technology, online booking platforms, or travel reservation systems.
• Strong customer service and communication skills.
• Excellent attention to detail and accuracy when managing bookings and traveler information.
• Strong problem-solving and decision-making skills.
• Ability to work effectively in a high-volume BPO/contact center environment.
• Ability to manage multiple requests while maintaining a high standard of service.
• Comfortable working onsite in a structured and customer-focused environment.

About MCI

MCI helps customers address CX and DX challenges by creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. We provide business process outsourcing, staff augmentation, contact center services, and IT services through general and specialized hosting, software, and staffing solutions.

In 2019, Marlowe Companies Inc. (MCI) was named Iowa’s Fastest Growing Company and ranked 452nd on Inc. Magazine’s list of the fastest-growing private companies in the USA. MCI’s subsidiaries have appeared on Inc. Magazine’s list 15 times. With ten service delivery facilities across the U.S., Canada, South Africa, and the Philippines, MCI employs over 10,000 individuals serving 150+ diverse North American client partners. Our brands include 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.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to a Level II background and/or security investigation with fingerprinting (job offers contingent on results).
• Must be willing to submit to drug screening (job offers contingent on results; does not apply in Canada).

Physical Requirements

This role operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. The employee will regularly operate office equipment such as a phone, copier, and printer. Occasionally, the employee may need to move about the office, reach in any direction, raise or lower objects, or move objects weighing up to forty (40) pounds.

MCI provides reasonable accommodations for qualified employees with disabilities as required by applicable laws. If reasonable accommodations are needed, please contact Human Resources.