Customer Support Specialist – Chat (French & English Speaker)

About the role

Join a global consumer services team that delivers world‑class support to card members through chat and mobile messaging. As a Customer Support Specialist you will use your bilingual French and English abilities to resolve inquiries, build trusted relationships, and create exceptional experiences for customers.

Key responsibilities

• Handle customer inquiries via chat and mobile messaging, aiming for first‑contact resolution.
• Provide consultative assistance, understand current and future needs, and recommend relevant products and services.
• Achieve and exceed performance targets, quality standards, productivity goals, and compliance requirements.
• Navigate multiple systems, applications, and digital tools simultaneously to support customers efficiently.
• Document interactions accurately, including payment details, contact updates, address changes, and travel notifications.
• Prioritize competing tasks and adapt quickly in a fast‑paced, changing environment.
• Analyze customer situations, identify root causes, and deliver timely solutions while maintaining high satisfaction.
• Collaborate with teammates to foster a positive team culture and support shared business objectives.

Required profile

• Fluent in French with strong verbal and written communication skills in a business setting.
• Good working knowledge of English (or Spanish).
• Passion for delivering exceptional customer service and creating positive experiences.
• Proven ability to stay positive, resilient, and composed in challenging situations.
• Comfortable working in a high‑pressure environment with shifting priorities.
• Strong multitasking abilities across multiple digital systems and tools.
• Excellent interpersonal and communication skills, both verbal and written.

Required skills