Network Support Specialist

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction. This role is suited to individuals who thrive in a high-paced, demanding environment, enjoy working across multiple digital tools and systems, and are passionate about problem-solving and delivering positive outcomes for customers. Responsibilities

• Deliver world-class customer service by handling customer inquiries through multiple channels, including phone, chat, and mobile messaging.
• Build trusted customer relationships through a consultative approach, understanding current and future needs while providing first-contact resolution whenever possible.
• Identify opportunities to enhance the customer experience by recommending relevant products and services based on customer needs.
• Drive results by consistently achieving and exceeding performance targets, quality standards, productivity goals, and compliance requirements.
• Navigate multiple systems, applications, and digital tools simultaneously to efficiently support customers.
• Accurately document customer interactions, including payment details, contact information updates, address changes, and travel notifications.
• Prioritize competing tasks and adapt quickly in a constantly changing, high-paced environment.
• Analyze customer situations, identify root causes, and provide effective, timely solutions while maintaining a high level of customer satisfaction.
• Maintain accuracy and professionalism while managing a high volume of interactions in a fast-moving and demanding environment.
• Collaborate effectively with colleagues and contribute to a positive team culture while supporting shared business objectives.

• Fluent in French with excellent verbal and written communication skills in a business environment.
• Good working knowledge of English.
• Passion for delivering exceptional customer service and creating positive customer experiences.
• Proven ability to remain positive, resilient, and composed in challenging situations.
• Comfortable working in a fast-paced, high-pressure environment.
• Strong multitasking skills with the ability to work efficiently across multiple digital systems and tools.
• Excellent interpersonal and communication skills, both verbal and written.
• Confident handling difficult or sensitive customer conversations with professionalism and empathy.
• Strong negotiation, influencing, and decision-making skills.
• Excellent problem-solving and critical thinking abilities, with strong analytical skills and attention to detail.
• Ability to work collaboratively as part of a team while contributing to shared business goals.
• Committed to following company policies, procedures, and compliance standards while maintaining high-quality service.