Customer Support Specialist (French & English Speaker)

About the role

We are looking for a bilingual Customer Support Specialist who can deliver world‑class service to our global consumer, banking, merchant and commercial customers. The role involves handling inquiries across phone, chat and mobile messaging while building trusted relationships and providing first‑contact resolutions whenever possible.

Key responsibilities

• Respond to customer inquiries via phone, chat and mobile messaging channels.
• Provide consultative support, understand current and future customer 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 resolve issues efficiently.
• Document interactions accurately, including payment details, contact updates, address changes and travel notifications.
• Prioritize competing tasks in a fast‑paced environment and adapt quickly to changing demands.
• Analyze situations, identify root causes and deliver timely, effective solutions while maintaining high satisfaction.
• Collaborate with teammates to support shared business objectives and foster a positive team culture.

Required profile

• Fluent in French with strong verbal and written communication skills in a business setting.
• Good working knowledge of English.
• Passion for delivering exceptional customer service and creating positive experiences.
• Resilient, positive and composed in challenging, high‑pressure situations.
• Excellent interpersonal, negotiation and decision‑making abilities.
• Strong problem‑solving, critical‑thinking and analytical skills with attention to detail.

Required skills