Trilingual Client Care Lead (EN/PT)

VISA; Bogotá; On-site; COP 36,000,000 - 72,000,000; Full time

Job summary

Visa is a world leader in payments technology, delivering value to clients and partners across more than 200 countries. Visa enables people and businesses to pay and be paid securely.

Visa seeks Client Care Consultants in Bogotá who will resolve complex client issues, collaborate with cross-functional teams, and drive customer success while embracing digital tools and AI to enhance service quality.

Qualifications

• Advanced English and Portuguese skills.
• 5+ years of relevant work experience with a Bachelor's Degree, or 0 years with PhD.
• Experience handling escalated client issues and resolving complex problems.
• Experience delivering high-value customer service and advocating for clients.

Responsibilities

• 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 prioritize 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.

Skills

Advanced English

Portuguese

Client issue resolution

Escalation handling

Cross-functional collaboration

Relationship management

Communication skills

Education

Bachelor's Degree

Tools

Visa platforms

Job description

Visa is a world leader in payments technology, delivering value to clients and partners across more than 200 countries. Visa enables people and businesses to pay and be paid securely.

Visa seeks Client Care Consultants in Bogotá who will resolve complex client issues, collaborate with cross-functional teams, and drive customer success while embracing digital tools and AI to enhance service quality.