Bilingual French Customer Care Professional

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide exceptional service by handling a high volume of inbound calls or digital chats within a dynamic, structured, and regulated setting.

• Engage with Card Members to identify their needs, address inquiries, and emphasize the benefits of card membership.

• Respond to general and account-specific questions, including those related to statements, APR, card replacements, payments, and rewards redemption.

• Update customer account details as necessary.

• Identify underlying issues and deliver solutions that surpass Card Members’ expectations.

• Enhance value by delivering relevant messaging, product offers, and facilitating benefit enrollments.

• Cultivate and refine selling skills, such as rapport-building, objection handling, closing sales, and customer retention.

• Anticipate customer requirements and resolve queries during the initial contact.

• Achieve and exceed targets for customer satisfaction, productivity, sales, quality, and compliance.

• Availability to work evenings and weekends as needed in a 24/7 operational environment.

⛳️ Requirements

• Must be fully bilingual in both French and English.

• Possess strong written and verbal communication skills.

• Exceptional ability to connect with and engage individuals.

• Strong analytical and problem-solving skills with meticulous attention to detail.

• Ability to navigate quickly, be web-savvy, possess basic troubleshooting knowledge, and manage multitasking across screens/tools.

• Resilience to handle a continuous flow of customer calls or chats while meeting performance metrics.

• Maintain a positive attitude in challenging situations.

• Capable of typing accurately and rapidly, multitasking, and managing two chats simultaneously.

• Demonstrate timeliness and reliability.

• Flexibility and willingness to work in a shift environment.

• Must have a dedicated home office space with strong and dependable internet connectivity.

• Employment eligibility to work with American Express is required; the company will not provide visa sponsorship.

• Successful completion of a background verification check is mandatory.

🏝️ Benefits

• Competitive base salaries.

• Bonus incentives.

• Support for financial well-being and retirement.

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).

• Flexible working model with hybrid, onsite, or virtual arrangements based on role and business requirements.

• Generous paid parental leave policies (depending on your location).

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).

• Complimentary and confidential counseling support through our Healthy Minds program.

• Opportunities for career development and training.