Spécialiste bilingue (français) du Service à la clientèle (Poste de travail à domicile) ID-21895
Chez American Express, notre culture repose sur une histoire de 175 ans d'innovation, de valeurs partagées et de comportements de leadership, ainsi que sur un engagement indéfectible à soutenir nos clients, nos communautés et nos collègues. Dans le cadre de l’équipe Amex, vous profiterez de ce soutien puissant avec un soutien complet pour votre bien-être holistique et de nombreuses occasions d’acquérir de nouvelles compétences, de vous développer en tant que leader et de faire progresser votre carrière. Ici, votre voix et vos idées comptent, votre travail a un impact, et ensemble, vous nous aiderez à définir l'avenir d'American Express.Other Jobs You May Be Interested In
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Rôle et responsabilités
Quel rôle jouerez-vous en tant que spécialiste du Service à la clientèle?
- Toujours offrir un service extraordinaire à nos clients en traitant un grand volume d’appels entrants ou de clavardages numériques dans un environnement de service dynamique, structuré et réglementé, le tout conformément à notre philosophie « Le client d’abord ».
- Communiquer avec les titulaires de Carte et essayer de comprendre leurs besoins pour traiter leurs demandes, tout en leur faisant connaître les avantages de l’adhésion à une Carte.
- Traiter les demandes d’ordre général et propres au compte des clients, comme les questions sur le relevé de compte et le taux d’intérêt annuel, les demandes de remplacement de Carte, les paiements, l’échange de points, en plus de la mise à jour des renseignements sur les comptes de clients.
- Utiliser vos compétences exceptionnelles de résolution de problèmes pour poser des questions d’approfondissement, déterminer les causes profondes de la situation et offrir des solutions qui dépassent les attentes des titulaires de Carte.
- Récompenser nos titulaires de Carte et leur offrir une valeur optimale à travers des messages pertinents, des offres de produit et des inscriptions aux avantages, ce qui renforcera la fidélité des clients.
- Utiliser votre personnalité axée sur les services pour développer et continuellement perfectionner vos compétences clés de vente, notamment l’établissement d’un rapport et de relations personnelles avec les clients de façon attentionnée et empathique, comprendre les besoins des clients, répondre aux objections, clore des ventes et fidéliser les clients.
- Utiliser les outils et ressources ainsi que les questions d’approfondissement pour prévoir les besoins des clients et traiter leurs demandes au premier contact.
- Atteindre et dépasser les objectifs de rendement pour les aspects suivants, entre autres : la satisfaction de la clientèle, les cibles de productivité, les taux de vente, le respect de la qualité et des règlements de conformité.
Il s’agit d’un poste de travail à domicile.
Nous sommes ouverts de 7 h à 01 :30 (HE) du lundi au dimanche. Les quarts de travail varieront dans cette plage horaire (du lundi au dimanche).
À propos de nous :
- Nous encourageons le perfectionnement professionnel par le mentorat.
- Souplesse et volonté à travailler dans un environnement à quarts de travail. Nous encourageons l’équilibre entre la vie professionnelle et la vie personnelle (les changements de quart de travail ont lieu 1 ou 2 fois par année).
- Nous offrons également des primes de rendement mensuelles.
- Nous sommes ouverts de 7 h à 1:30 (HE) du lundi au dimanche.
Votre profil :
- Vous êtes entièrement bilingue en français et en anglais (indispensable).
- Vous possédez de solides compétences de communication à l’écrit et à l’oral pour être capable de discuter de façon efficace et naturelle avec nos titulaires de Carte, d’approfondir les relations avec la clientèle et de favoriser la satisfaction.
- Vous possédez une compétence exceptionnelle pour établir un lien et interagir avec les gens.
- Vous possédez d’excellentes compétences d’analyse et de résolution de problèmes ainsi qu’une attention particulière aux détails.
- Vous êtes capable de naviguer rapidement, vous connaissez bien le Web ainsi que les solutions de base pour le dépannage, et vous pouvez travailler en multitâche et basculer entre les écrans et les outils.
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.
Role & Responsibilities
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 virtual work from home position.
We are open from 07 am to 1:30 am Monday to Sunday. Shifts are expected to range between these hours (Monday to Sunday).
Role & Responsibilities
How will you make an impact in this role as a Customer Care Professional?
About Us:
- 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).
- Monthly performance incentive.
- We’re open from 7 a.m. to 1:30 a.m. Monday to Sunday EST.
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 including at least one-day on the weekend.
Nous soutenons nos collègues et leurs proches avec des avantages et des programmes qui favorisent leur bien-être holistique. Cela signifie que nous accordons la priorité à leur santé physique, financière et mentale à chaque étape de la vie. Les avantages comprennent :
- Salaires de base concurrentiels
- Bonus incitatifs
- Appui au bien-être financier et à la retraite
- Prestations complètes de soins médicaux, dentaires, de vision, d'assurance-vie et d'invalidité (selon le lieu)
- Modèle de travail flexible avec des arrangements hybrides, sur site ou virtuels selon le rôle et les besoins de l'entreprise
- Politiques généreuses de congé parental payé (selon votre lieu de résidence)
- Accès gratuit aux centres de bien-être mondiaux sur place, dotés d'infirmières et de médecins (selon l'emplacement)
- Soutien de consultation gratuit et confidentiel par l'entremise de notre programme Sains esprit
- Possibilités de perfectionnement professionnel et de formation
American Express s'engage à offrir un milieu de travail inclusif et accessible dans lequel toutes les personnes qui postulent pour un poste ou qui travaillent pour Amex sont traitées avec dignité et respect et bénéficient d'un traitement égal en ce qui concerne l'emploi, quel que soit leur âge, sexe, orientation sexuelle, identité de genre, race, couleur, ascendance, origine ethnique ou nationale, citoyenneté, religion ou croyance, état matrimonial, état de famille, grossesse, handicap, antécédents judiciaires condition ou origine sociale, convictions politiques, association ou activité ou autres facteurs interdits par la législation applicable sur les droits de l'homme (les "motifs interdits"). Si vous avez une déficience et avez besoin d'aménagements, veuillez communiquer avec le recruteur pour obtenir plus de renseignements.
L'offre d'emploi auprès d'American Express est conditionnée à la réussite d'une vérification des antécédents, sous réserve des lois et règlements applicables.
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.
