Client Care Support (Japanese Speaker)

Visa; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

An established industry leader in payments is seeking a Client Care Support professional to join their dynamic team. In this hybrid role, you will be the voice of the company, delivering exceptional customer service to cardholders through inbound calls. Your responsibilities will include addressing customer inquiries, providing information on various Visa products, and ensuring a smooth experience for clients. If you are passionate about customer service and thrive in a collaborative environment, this is the perfect opportunity for you to make a meaningful impact while working for a forward-thinking organization.

Qualifications

• 1-3 years of experience in a customer service environment.
• Strong customer service orientation and ability to work in a team.

Responsibilities

• Respond to customer requests quickly and professionally.
• Provide general information on VISA products and services.

Skills

Customer Service Skills

Verbal Communication

Written Communication

Interpersonal Skills

Team Collaboration

Proficiency in Japanese

Tools

Computer Programs

Job description

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What a Client Care Support does at Visa:

The Customer Service Support will be part of our World-Class Customer Support team where you will be responsible for supporting card holder’s 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.

Why this is important to Visa
This position is akin to a brand ambassador’s role. The role requires one to project the image of the company in the most professional manner. The services offered fulfill the needs of the customers and bring in revenue to the company.

A Client Care Support is responsible for Voice Channel only.

In this role, you are expected to:

• Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations.
• 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.
• Evaluate the nature of each call and determine the appropriate action to complete the request.
• Answer general customer service questions from cardholders, explain multiple program features, and where appropriate, transfer the customer to the issuing bank to obtain specific account information or transfer the customer to an appropriate Third-Party Service Provider.
• Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
• Provide general information and support on any VISA related topic or product and direct the customer accordingly.
• Provide status update on Emergency Card and Cash requests when customer calls to follow up.
• Ensure smooth delivery set up of Emergency card and disbursement of Emergency cash upon receipt of approval from the banks.
• One Stop Fulfillment of Emergency service with customer and their banks.
• Use several computer programs to respond to customer inquiries.
• Document cases to show action taken.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

What you will need:
We are looking for an individual who brings experience, a curiosity about payments, is results-driven, and client-focused. As a candidate, you should have:

• Strong customer service skills and orientation
• 1-3 years' experience in a customer service environment
• Strong verbal, written and interpersonal skills required
• While this is an individual contributor role, the candidate should also have a demonstrated ability to work collaboratively to achieve results as part of an effective team
• Proficient in Japanese language to assist Japanese-speaking customers.

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