Bilingual French Customer Care Professional (Virtual)

American Express

4d • Remote

About The Position

This is a virtual role for a Bilingual French Customer Care Professional within Consumer Product Services. The position involves delivering extraordinary service on a high volume of inbound calls or digital chats in a fast-paced, structured, and regulated environment, adhering to the Customer First philosophy. The role requires consulting with Card Members to understand their needs, resolve inquiries, and reinforce card membership benefits. Responsibilities include addressing general and account-specific customer inquiries such as statement and APR inquiries, card replacement, making payments, and rewards redemption, as well as updating customer account information. The role also emphasizes using problem-solving skills to identify root causes and deliver solutions, recognizing and adding value for Card Members through relevant messaging, product offers, and benefit enrollments, and developing selling skills like building rapport, understanding needs, handling objections, and closing sales or retaining customers. Utilizing tools and resources to anticipate customer needs and resolve inquiries on the first contact is key. Performance goals include customer satisfaction, productivity targets, sales rates, and adherence to quality and compliance regulations. This is a work-from-home position operating 24/7, requiring team members to potentially work evenings and weekends.

Requirements

• Fully bilingual in both French and English is a must.
• Strong written and verbal communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
• 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.
• 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.

Nice To Haves

• We promote a work-life balance (shift changes occur 1-2 times per year).

Responsibilities

• 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- statement and APR inquiries, card replacement, make 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 your “service oriented” personality to develop and continuously improve key selling skills, including building rapport and a human connection to customers, with care and empathy, understanding customer needs, handling objections, closing sales or retaining customers.
• 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.

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

What This Job Offers

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