Multilingual Client Care Consultant

Visa; Bogotá; Sur place; COP 108 000 000 - 144 000 000; Plein temps

Résumé du poste

Visa seeks a Client Care Consultant in Bogotá to respond to and resolve complex client issues related to transactions, billing, and contracts across multiple channels with digital fluency and emerging AI tools. You will serve as an escalation point, drive cross-functional initiatives, and educate clients on best practices while maintaining proactive communication and strong relationships.

The role emphasizes delivering high-value service, partnering with internal teams, and staying current on

Qualifications

• 5+ years of relevant work experience with a Bachelor's Degree or 2+ years with an Advanced degree, or 0 years with a PhD.
• Experience in handling escalated client issues and complex problem resolution.
• Experience in delivering high-value customer service and advocating for clients.
• Experience in leading or assisting department projects and cross-functional initiatives.
• Experience in collaborating with clients and internal stakeholders to identify efficiencies and required actions.
• Experience in coordinating resources and resolving client inquiries promptly.
• Experience in building relationships with key clients and stakeholders.
• Experience in identifying operational improvements and reporting project accomplishments.
• Experience in educating clients on best practices and managing complex change requests.
• Experience in staying informed about payment industry trends and Visa products.

Responsabilités

• Operate independently to solve complex client problems and identify innovative solutions.
• Deliver high-value customer service to Visa clients and staff, advocating for clients and exceeding expectations.
• Handle escalated client issues and serve as an escalation point for complex matters.
• Lead and assist in department projects and initiatives, including cross-functional efforts between clients and internal teams.
• Collaborate proactively with clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.
• Advocate for Visa clients to internal stakeholders, including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
• Coordinate resources to achieve Visa and client goals, resolve client inquiries promptly, and maintain updated support documentation.
• Build strong relationships with key clients and stakeholders, representing clients within Visa to prioritise enhancements.
• Identify operational improvements to boost service quality and efficiency.
• Report project accomplishments to senior management and act as a liaison for problem management and system enhancement support.
• Educate clients on best practices and manage complex change requests, negotiating and managing expectations.
• Notify clients of critical problems or maintenance outages and stay informed about payment industry trends and Visa products.
• Provide after-hours support as needed.

Connaissances

Client relationship management

Escalation handling

Cross-functional collaboration

Digital fluency

Payment industry knowledge

Formation

Bachelor's degree

Outils

Visa systems

Description du poste

Visa seeks a Client Care Consultant in Bogotá to respond to and resolve complex client issues related to transactions, billing, and contracts across multiple channels with digital fluency and emerging AI tools. You will serve as an escalation point, drive cross-functional initiatives, and educate clients on best practices while maintaining proactive communication and strong relationships.

The role emphasizes delivering high-value service, partnering with internal teams, and staying current on