Multilingual Senior Client Care Specialist

Visa; Bogotá ciudad; Hybrid; COP 33,480,000 - 60,264,000; Full time

Job summary

Visa is a world leader in payments technology, seeking an individual contributor to analyze technical complaints and provide first-level support to internal and external staff worldwide. The role includes managing access controls and coordinating resources to meet client objectives.

The position is hybrid, with three days in the office as required. English, Spanish and Portuguese are required, and strong PC skills with Microsoft Office & Excel are essential.

Qualifications

• Must have a High School diploma or equivalent.
• Solid PC skills in Windows environment; familiarity with Microsoft Office and Excel recommended.
• Able to manage multiple service requests with strict time limits.
• Translate technical issues into business concepts.
• Ability to make quick decisions based on client needs.
• Set priorities and manage customer expectations.
• Excellent verbal and written communication skills.
• Be accurate, well organized, and detail-oriented.
• Work well in a high-performing team.

Responsibilities

• Processes urgent requests for password resets and account enablement to minimize downtime for internal and external staff worldwide.
• Provides level-one triage for Visa Portals and applications, diagnosing issues and ensuring complaint validity while coordinating with other teams.
• Assists in coordinating internal resources to meet Visa and Client objectives and uphold client experience standards.
• Maintains access controls for a wide range of applications, enrolling, updating, entitling and deleting profiles.
• Provides information and education to clients about Visa Portals, products and services and best practices.
• Shift priorities as needed and proactively help others to exceed customer expectations.
• Manages phone hotlines, assigned emails, and web requests while using a CRM to track daily activities.
• Identifies opportunities to improve procedures and enhance client experience.

Skills

Windows PC skills

Microsoft Office & Excel

English language

Spanish language

Portuguese language

Communication skills

multitasking ability

Education

High School diploma or equivalent

Course work in computer science/IT (preferred)

Tools

Ticketing systems

Job description

Visa is a world leader in payments technology, seeking an individual contributor to analyze technical complaints and provide first-level support to internal and external staff worldwide. The role includes managing access controls and coordinating resources to meet client objectives.

The position is hybrid, with three days in the office as required. English, Spanish and Portuguese are required, and strong PC skills with Microsoft Office & Excel are essential.