Bilingual French Customer Care Professional (Hybrid)

Bilingual Customer Care Professional - CEN

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

How will you make an impact in this role as a Customer Care Professional?

• 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 your 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

• This is an office-based position. Colleagues will work a hybrid model mix of virtual and in-office days. (3 days in office subject to change)

• We are open 24 hours a day, 7 days/ week and colleagues may be required to work evenings and weekends. Evening shifts are virtual/ work from home-office.

About you:

• 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

• Must be flexible and able to work during operating hours which include evenings and weekends

• Flexibility and willingness to work in a shift environment. We promote a work-life balance (shift changes occur 1-2 times per year)

The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions

The job posting is for an existing vacancy.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.