Bilingual Customer Care Professional; Hybrid

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. As part of Team Amex, you'll experience this 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.

• 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.

• We hold a strong focus on diversity and inclusion initiatives.
• We encourage career development through mentorship.
• Flexibility and willingness to work in a shift environment. We promote a work‑life balance (shift changes occur 1‑2 times per year).

• 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 including at least one‑day on the weekend.

La culture d’American Express repose sur 175 ans de tradition d’innovation, de valeurs et de comportements de leadership partagés, et un engagement inébranlable à soutenir nos clients, communautés et collègues. En tant que membre de l’équipe Amex, vous bénéficierez de ce puissant soutien avec une prise en charge complète de votre bien‑être et de nombreuses opportunités d’acquérir de nouvelles compétences, de développer votre leadership et de faire évoluer votre carrière.

Ici, votre avis et vos idées comptent, votre travail a un impact et ensemble, vous nous aiderez à définir l’avenir d’American Express.

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