sr. client care support - french, english plus other european language (italian, german, Portuguese, spanish)Visa

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
Team Summary
Global Customer Assistance Services (GCAS) Operations provides emergency services to Visa cardholders around the world in more than 30 languages. Our services include emergency card replacement, emergency cash disbursement, reporting of lost or stolen cards, and general inquiries about benefits associ­ated with different types of Visa cards. GCAS also supports Finan­cial Institutions that access Visa Online (VOL) by granting access to content and applications, re­setting passwords, and providing general information.
The services are supported via Voice, Email and Chat channels.
What a Sr. Client Care Support does at Visa:
A Sr. Client Care supports Voice Channel only.
In this role, you are expected to:
Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude.
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.
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 fulfilled the needs of the customers and bring in revenue to the company.
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:
Bachelor's Degree or equivalent
Strong customer service skills and orientation
Requires a minimum of 3 to 4 years' experience in a customer service environment
A minimum of 3 years in a Contact Center 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
High level of patience and able to keep one's composure in stressful situations
High level of active listening skills
Fast and accurate keyboard skills
Required languages - fluent in English and French plus one other European language (i.e. Italian, German, Portuguese, Spanish) to support European, African markets as well as Canada
Willingness to work in mid-shift ie: 12NN to 9PM and weekend work
What will also help:
Working knowledge of the payment industry and Visa's business
The capacity to experience other people's thoughts and feelings from their point of view, rather than our own
Exudes positivity by watching one's words
Have a strong desire to venture into the unknown and remain curious through questions
Experience working in the travel and hospitality and call center environment preferred
Visa

Pasay City, Metro Manila
Permanent
Full-time