Bilingual French Customer Care Professional - Merchant Servicing

Job description

Merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for small merchants. By providing visibility, marketing and developing signature programs such as, our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to their shops.

The Merchant Servicing organization is responsible for building unique experiences for merchants through third-party acquiring partnerships, effective client management, world-class analytics, promotions and marketing initiatives. The team is dedicated to helping merchants succeed and grow by providing them with a range of tools and resources – lending products, online resources and discussion, digital promotions and social media tools – as well as advocacy and support. American Express provides merchants solutions focused on enhancing merchant membership and connecting them with customers who can help build their business.

If you are passionate about serving businesses, results driven and interested in working for a world-class global brand, then the American Express Merchant Care Professional position may be an ideal fit for you.

As a Merchant Care Professional, you serve as the face and voice of the American Express brand. You have the opportunity to make a meaningful difference in the lives of merchants. Our unique servicing philosophy, Relationship Care® puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our merchants while deepening relationships with our company.

In Merchant Servicing, our goal is to be the indispensable payments partner of our merchant customers by delivering premium value that exceeds merchant expectations. As a Merchant Care Professional, your goal will be to provide exceptional Relationship Care® on every interaction to drive brand loyalty and increase the revenue of our small merchants across the United States. You will have the opportunity to act as a Servicing Advisor for our merchants with a focus on offering relevant value that will save our merchants time, money and support business growth.

American Express Merchant Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. As a Customer Care Professional, you will be responsible for evaluating and analyzing account information and recommending tailored solutions to our merchant. Through strong business focused conversations, you will have the opportunity to reinforce the benefits of membership by providing relevant offers that deepen merchant engagement with our products and services.

**This position will be located onsite within our service center at:

· 20022 N 31st Avenue, Phoenix, AZ 85027
· This position operates in a Monday - Friday environment and we require availability ranging from 5AM-6PM

What would you do every day as a Merchant Customer Care Professional?

· Provide world class written and verbal service to our Canadian merchants utilizing the French language
· Grow and nurture merchant relationships on every interaction that results in measurable merchant value
· Deliver extraordinary merchant care by responding to questions concerning merchant accounts in a fast paced, structured merchant care environment
· Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy
· Leverage a combination of technical aptitude and consultative abilities with a business growth focus
· Identify merchant needs through probing questions and provide appropriate solutions
· Quickly establish customer rapport and business connection
· Document necessary account information and offer custom solutions that benefit the merchant
· Deliver extraordinary results measured by merchant satisfaction, effectiveness, efficiency and quality

Desired profile

Here are the skills and experiences we are looking for. Do these describe you?

·  Written and verbal fluency in French and English is required
·  Customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication
·  Demonstrated consultative experience, ability to influence, resourceful
·  Strong critical thinking and solution generation skills
·  Demonstrated ability to identify potential growth opportunities and drive results through resolution generation
·  Exceptional listening and relationship building skills
·  Demonstrated resiliency in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment
·  Creative problem-solving, eager to find customized solutions
·  Experience owning or working in a small business a plus
·  This position operates in a Monday - Friday environment and we require availability ranging from 5AM-6PM
·  Bachelor's degree or equivalent work experience desired
·  High school diploma or equivalent required