Bilingual French Customer Care Professional

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

📋 Description

• Deliver exceptional service consistently on a high volume of inbound calls or digital chats within a fast-paced, structured, and regulated environment by adhering to our Customer First philosophy.

• Engage with Card Members and inquire to comprehend their needs, resolving inquiries while emphasizing the advantages of card membership.

• Address both general and account-specific customer inquiries—including statement and APR questions, card replacement, payment processing, rewards redemption, and updating customer account information.

• Employ your outstanding problem-solving abilities to ask insightful questions, identify underlying issues, and provide solutions that surpass Card Members' expectations.

• Recognize and enhance value for our Card Members through pertinent messaging, product offers, and benefit enrollments that foster deeper customer engagement.

• Leverage your service-oriented personality to cultivate and continuously refine essential selling skills, such as establishing rapport and a human connection with customers through care and empathy, understanding customer needs, addressing objections, closing sales, and retaining customers.

• Utilize tools and resources along with probing questions to anticipate customer needs and resolve inquiries during the first contact.

• Achieve and surpass performance targets that encompass customer satisfaction, productivity benchmarks, sales rates, adherence to quality standards, and compliance regulations.

• This role is designed for remote work.

• Our operations run 24/7, and team members may need to work evenings and weekends.

⛳️ Requirements

• Must be fully bilingual in French and English.

• Possess strong written and verbal communication skills to engage effectively and naturally with our Card Members, enhancing client relationships and driving satisfaction.

• Exceptional ability to connect with and engage individuals.

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

• Quick navigation skills, web-savvy, basic troubleshooting knowledge, and the ability to multitask and switch between screens/tools.

• Resilience to effectively manage a consistent flow of customer calls or chats while balancing performance to meet various metrics.

• Exhibit personal excellence by maintaining a positive demeanor in challenging situations.

• Capable of typing accurately and quickly, multitasking, and handling two chats simultaneously.

• Timeliness and dependability are essential.

• Flexibility and willingness to operate in a shift environment; we encourage a work-life balance (shift changes occur 1-2 times yearly).

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

🏝️ 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 depending on role and business need

• 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)

• Free and confidential counseling support through our Healthy Minds program

• Career development and training opportunities