Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Bilingual French Customer Care Professional (Virtual) role.
Rezi rewrites your resume against American Express's job description. Free.
Tailor your resume to this Bilingual French Customer Care Professional (Virtual) role.
Rezi rewrites your resume against American Express's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Bilingual French Customer Care Professional (Virtual) posting at American Express — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Bilingual French Customer Care Professional (Virtual) posting at American Express — free, in seconds.
About the Role
As a Customer Care Professional, you will make an impact by delivering extraordinary service on a high volume of inbound calls or digital chats in a fast-paced, structured, and regulated environment, following our Customer First philosophy. You will consult with Card Members to understand their needs, resolve inquiries, and reinforce the benefits of card membership. You will address general and account-specific customer inquiries, update customer account information, and utilize problem-solving skills to deliver solutions that exceed expectations. You will also add value by recognizing opportunities for relevant messaging, product offers, and benefit enrollments to deepen customer engagement. Your service-oriented personality will be used to develop selling skills, build rapport, and create a human connection with customers through care and empathy. You will anticipate customer needs and resolve inquiries on the first contact using available tools and resources. Performance goals include customer satisfaction, productivity targets, sales rates, quality, and compliance regulations. This is a work-from-home position operating 24/7, requiring potential evening and weekend work.
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 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, 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
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
- Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations
Skills
- French
- English
- Written communication
- Verbal communication
- Problem-solving
- Attention to detail
- Web-savvy
- Basic troubleshooting
- Multitasking
- Typing accuracy
- Typing speed
Location
- Virtual Role
Work Type
- Work-from-home
- Shift environment
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
About the Company
- 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.
Equal Opportunity
- 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.