Client Care Associate

Visa; Bogotá; Hybrid; COP 113,460,156 - 151,280,208; Full time

Job summary

A leading financial services company is seeking a Client Care Associate in Bogotá to support merchants with technical issues and customer service. This hybrid role involves resolving inquiries and providing support to ensure client satisfaction. Preferred qualifications include bilingual proficiency in Portuguese and Spanish along with experience in customer service and web technologies. The company offers a dynamic work environment focused on teamwork and excellence.

Qualifications

• Bilingual proficiency in Portuguese and Spanish preferred.
• Customer service experience required.
• Strong technical aptitude and experience with web-based technologies.

Responsibilities

• Respond to incoming and partner requests quickly and professionally.
• Collaborate with teams to provide one-call resolution.
• Manage and troubleshoot escalated technical problems.

Skills

Bilingual proficiency in Portuguese and Spanish

Customer service experience

Excellent verbal and written communication

Problem-solving skills

Experience with web-based technologies

Excellent teamwork skills

Tools

Dynamics

PHP

Python

JavaScript

REST

Postman

Job description

Visa Bogota, D.C., Capital District, Colombia

Client Care Associate

Location: Bogota, Colombia. This hybrid role is part of Visa’s award‑winning customer support team, supporting the business and technical needs of our growing merchant base.

Job Description

The Client Care Associate will respond to partner requests, resolve merchant issues, document cases, and provide technical support for Cybersource merchants, acquirers, or payment facilitators. The position requires a proactive, customer‑focused approach and strong technical aptitude.

Responsibilities

• Respond to incoming and partner requests quickly, professionally and meeting KPIs
• Answer merchant questions and resolve problems related to billing, account management, website integration, connectivity methods and other technical issues
• Thoroughly document cases in Dynamics and update status accordingly
• Collaborate with Team Leads, agent support, product support specialists and partner groups to provide one‑call resolution
• Serve as the primary technical point of contact for assigned clients, maintaining strong relationships and ensuring client satisfaction
• Partner with Sales to build relationships with technical and business contacts across the account portfolio
• Conduct regular business performance reviews of live merchants and partners
• Proactively monitor client accounts, identifying technical issues or challenges, and work closely with stakeholders to resolve them in a timely manner
• Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management and Operations teams
• Provide technical training and support to clients, helping them maximize the value of Visa’s payment solutions
• Educate clients on product features, functionalities and potential integration opportunities

Qualifications

• Bilingual proficiency in Portuguese and Spanish preferred
• Customer service experience required. Prior experience in call center, financial industry, e‑commerce or technical environment preferred
• Demonstrated commitment to business KPIs and exceptional customer service
• Excellent verbal and written communication, interpersonal skills, strong team engagement, problem‑solving and multitasking skills
• Ability to engage customers to foster merchant loyalty and reduce attrition
• Reliable attendance and punctuality
• Experience with web‑based technologies (PHP, Python, .NET, JavaScript, etc.), mobile programming languages and APIs (REST, JSON, SOAP, XML, Postman)
• Understanding of Web Security, TLS, HTTPS, hash algorithms
• Familiarity with PCI DSS
• Knowledge of data visualization platforms (Grafana, Splunk, Kibana) preferred
• Excellent teamwork skills and ability to influence stakeholders across departments

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Customer Service

Industries

IT Services and IT Consulting

Benefits & Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa considers applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.