Customer Care Support

PowerToFly; Bogotá; Presencial; COP 16.740.000 - 25.668.000; Jornada completa

Descripción de la vacante

Visa is seeking a Customer Care Support specialist to assist cardholders via inbound calls, following established policies and delivering world-class service.

You will operate in a fast-paced, security-conscious environment, requiring strong communication, multitasking, and data handling skills; training is provided and in-office days are required.

Formación

• 2+ years of work experience with a Bachelor’s Degree or an Advanced Degree
• Strong customer service and communication skills are required

Responsabilidades

• Demonstrate consistent, reliable attendance by showing up as scheduled with a positive attitude.
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting quality expectations.
• Actively listen to determine the nature of each call and take the appropriate action.
• Multi-task across several computer programs to respond to customer inquiries.
• Utilize all tools to support, action and document related questions and needs.
• Accurately update and maintain cardholder data in databases.
• Collaborate with peers to help cardholders and inspire colleagues in a diverse environment.
• Maintain confidentiality and comply with Key Control and policies.
• Be willing to work on-site and flexible to schedule changes including weekends/holidays.
• Complete training including classroom and on-the-job activities.
• Meet Visa’s performance, attendance, and conduct standards during training.
• Visarequiresat least 3 days in office as arranged by Hiring Manager.

Conocimientos

Customer service

Communication skills

Interpersonal skills

Problem solving

Multitasking

Educación

Bachelor’s Degree or Advanced Degree

Descripción del empleo

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

The Customer Care Support will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders’ needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service.

Responsibilities

• Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude.
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
• Actively listen and probe to figure out nature of each call and determine the appropriate action(s) to complete the call.
• Multi-task across several computer programs to respond to customer inquiries.
• Utilize all tools to properly support, action and document all related questions and needs.
• Accurately update and maintain cardholder data in appropriate databases.
• Collaborate with peers to help cardholders, provide thought-leadership, and inspire both customers and peers in a diverse business environment.
• Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.
• Manage sensitive data
• Maintain confidentiality
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.
• Willing to Work On-site
• TRAINING:
• Full schedule availability is required.
• Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities, and on-the-job training.
• Employees attending training are expected to meet Visa’s established standards for performance, attendance, and conduct.

Visarequiresat least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• At least 2-3 years of contact center experience.
• Punctual, regular and consistent attendance.
• Customer service experience required; Prior experience in contact center, financial industry or ecommerce environments is strongly preferred.
• Demonstrated commitment to quality and customer service based on the customer’s needs.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Requires efficiency, accuracy, and attention to detail.
• Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms.

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 will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.