Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
The Team
Global Client Resolution works with issuers, acquirers, processors, merchants, fintechs and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information and operations. This includes day-to-day operations and product support, back-office support and customer performance reporting using Visa tools.
The Role
This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical chat and call specialist for the Global Client Resolution Team and will be working independently with guidance provided in complex and unconventional situations.
Responsibilities
This role administers the chat and call facility to handle client inquiry related to their day to day operation related to Visa.
Chat and call specialist to handle all client inquiries related to their day to day operation concerning Visa.
Manage activities and requests for support and information in Microsoft Dynamics.
Provide chat and call support with adherence to best practice and support to business KPIs.
Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.
Build and enhance positive working relationships with internal and external stakeholders.
Tools Used
IWS - Genesys
MS Office (SharePoint, MS Teams, Office)
Microsoft Dynamics
Sharepoint
Visa Online and other internal tools
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
Qualifications
Bachelor's degree or equivalent work experience required and 3 year's relevant work experience.
With strong client support experience using chats, call and email.
Preferably knowledge of Visa's ecosystem, business processes and system services.
Must be able to take the initiative to resolve problems and meet deadlines for assigned work.
Must be comfortable "thinking outside of the box" and demonstrating innovative thinking as well as smart risk taking.
Excellent time management, organization, and planning skills are essential.
Self-starter with a demonstrated ability to achieve results as part of an effective team. Ability to prioritize effectively and multi-task under strict deadlines.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated success in customer relationship management.
Excellent English, Spanish and Portuguese in verbal, written, and interpersonal skills are required.
Experience using standard MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.).
Additional Information
Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the Philippines who are required to work on-site are required to be fully vaccinated for Covid-19, unless a reasonable accommodation is approved or is as otherwise required by law.
Visa
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
The Team
Global Client Resolution works with issuers, acquirers, processors, merchants, fintechs and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information and operations. This includes day-to-day operations and product support, back-office support and customer performance reporting using Visa tools.
The Role
This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical chat and call specialist for the Global Client Resolution Team and will be working independently with guidance provided in complex and unconventional situations.
Responsibilities
This role administers the chat and call facility to handle client inquiry related to their day to day operation related to Visa.
Chat and call specialist to handle all client inquiries related to their day to day operation concerning Visa.
Manage activities and requests for support and information in Microsoft Dynamics.
Provide chat and call support with adherence to best practice and support to business KPIs.
Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.
Build and enhance positive working relationships with internal and external stakeholders.
Tools Used
IWS - Genesys
MS Office (SharePoint, MS Teams, Office)
Microsoft Dynamics
Sharepoint
Visa Online and other internal tools
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
Qualifications
Bachelor's degree or equivalent work experience required and 3 year's relevant work experience.
With strong client support experience using chats, call and email.
Preferably knowledge of Visa's ecosystem, business processes and system services.
Must be able to take the initiative to resolve problems and meet deadlines for assigned work.
Must be comfortable "thinking outside of the box" and demonstrating innovative thinking as well as smart risk taking.
Excellent time management, organization, and planning skills are essential.
Self-starter with a demonstrated ability to achieve results as part of an effective team. Ability to prioritize effectively and multi-task under strict deadlines.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated success in customer relationship management.
Excellent English, Spanish and Portuguese in verbal, written, and interpersonal skills are required.
Experience using standard MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.).
Additional Information
Visa has adopted a Covid-19 vaccination policy. As a condition of employment, all employees based in the Philippines who are required to work on-site are required to be fully vaccinated for Covid-19, unless a reasonable accommodation is approved or is as otherwise required by law.
Visa
Other Info
Pasay City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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About the company
Visa jobs
Pasay, Metro Manila
Position client care associate - bilingual spanish & Portuguese recruited by the company Visa at MetroManila, Manila, Joboko automatically collects the salary of , finds more jobs on Client Care Associate - Bilingual Spanish & Portuguese or Visa company in the links above
About the company
Visa jobs
Pasay, Metro Manila