Bilingual French Customer Care Professional (Virtual)

American Express

6d • Remote

About The Position

The Bilingual French Customer Care Professional provides customer support for Consumer Product Services in a virtual, work-from-home role. The position handles a high volume of inbound calls or digital chats in a fast-paced, structured, and regulated environment, following the Customer First philosophy. The professional consults with Card Members, identifies their needs, resolves general and account-specific inquiries, and reinforces the benefits of card membership. Topics include statements and APR, card replacement, payments, rewards redemption, and account-information updates.

The role uses problem-solving, probing questions, and available tools to identify root causes, anticipate customer needs, and resolve inquiries on the first contact. It also involves relevant product offers and benefit enrollments, developing rapport and customer relationships, handling objections, closing sales or retaining customers, and meeting targets for customer satisfaction, productivity, sales, quality, and compliance.

This is a work-from-home position. The organization operates 24 hours a day, seven days a week, and team members may be required to work evenings and weekends. The role requires dedicated home-office space and reliable internet. Shift changes occur one to two times per year.

Requirements

• Be fully bilingual in French and English.
• Have strong written and verbal communication skills to converse effectively and naturally with Card Members.
• Demonstrate the ability to connect and engage with people.
• Have analytical and problem-solving skills and strong attention to detail.
• Be able to navigate quickly, use the web, perform basic troubleshooting, multitask, and toggle between screens and tools.
• Be resilient while managing a steady stream of customer calls or chats and balancing multiple performance metrics.
• Remain positive in difficult situations.
• Type accurately and quickly, multitask, and handle two chats simultaneously.
• Demonstrate timeliness and reliability.
• Be flexible and willing to work shifts; shift changes occur one to two times per year.
• Have dedicated home-office space with strong, reliable internet connectivity.
• Be eligible to work with American Express; the company will not pursue visa sponsorship for these positions.
• Successfully complete a background verification check, subject to applicable laws and regulations.

Responsibilities

• Deliver extraordinary service through high-volume inbound calls or digital chats while following the Customer First philosophy.
• Consult with Card Members, probe to understand their needs, resolve inquiries, and reinforce the benefits of card membership.
• Handle general and account-specific inquiries, including statements and APR, card replacement, payments, rewards redemption, and account-information updates.
• Ask probing questions, identify root causes, and provide solutions that exceed Card Members’ expectations.
• Use relevant messaging, product offers, and benefit enrollments to add value and deepen customer engagement.
• Build rapport and human connection with customers, demonstrate care and empathy, understand customer needs, handle objections, and close sales or retain customers.
• Use tools, resources, and probing questions to anticipate customer needs and resolve inquiries on the first contact.
• Meet and exceed performance goals for customer satisfaction, productivity, sales rates, quality, and compliance.

Benefits

• Competitive base salaries
• Bonus incentives
• Support for financial well-being and retirement
• 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
• Paid parental leave policies, depending on location
• Access to on-site wellness centers staffed with nurses and doctors, depending on location
• Free and confidential counseling support through the Healthy Minds program
• Career development and training opportunities

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed