[Hiring] Bilingual French Customer Care Professional @American Express

Role Description

As a Bilingual French Customer Care Professional, you will:

• Consistently deliver extraordinary service on a high volume of inbound calls or digital chats in a fast-paced, structured, and regulated environment by following our Customer First philosophy.
• Consult with Card Members and probe to understand their needs to resolve their inquiries and reinforce the benefits of card membership.
• Address general and account-specific customer inquiries, including statement and APR inquiries, card replacement, making payments, rewards redemption, etc., and update customer account information.
• Use exceptional problem-solving skills to ask probing questions, identify root causes, and deliver solutions to exceed Card Members’ expectations.
• Recognize and add value for our Card Members through relevant messaging, product offers, and benefit enrollments that deepen customer engagement.
• Utilize a “service oriented” personality to develop and continuously improve key selling skills, including building rapport and a human connection to customers with care and empathy.
• Use tools and resources and probing questions to anticipate customer needs and resolve inquiries on the first contact.
• Meet and exceed performance goals that include, but are not limited to: customer satisfaction, productivity targets, sales rates, adherence to quality, and compliance regulations.
• This is a work-from-home position. We operate 24 hours a day, 7 days a week, and team members may be required to work evenings and weekends.

Qualifications

• Fully bilingual in both French and English is a must.
• Strong written and verbal communication skills to converse effectively and naturally with our Card Members.
• Exceptional ability to connect and engage with people.
• Analytical and problem-solving skills with strong attention to detail.
• Quick navigation ability, web-savvy, basic troubleshooting knowledge, and ability to multi-task and toggle between screens/tools.
• Resilience to efficiently manage a steady stream of customer calls or chats while balancing performance to meet a variety of metrics.
• Demonstrate personal excellence by remaining positive in difficult situations.
• Able to type accurately and quickly, to multitask and handle 2 chats simultaneously.
• Timeliness and reliability.
• Flexibility and willingness to work in a shift environment; we promote a work-life balance (shift changes occur 1-2 times per year).
• Must have dedicated home office space with strong and reliable internet connectivity.
• Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions.

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.