Bilingual Client Care Support - Contact Center

About the role

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you. Job Description The Customer Care Support will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders' 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. This position is located in Bogota, Colombia. Specific Responsibilities will include: 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. Actively listen and probe to figure out nature of each call and determine the appropriate action(s) to complete the call. Multi-task across several computer programs to respond to customer inquiries. Utilize all tools to properly support, action and document all related questions and needs. Accurately update and maintain cardholder data in appropriate databases. 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. Manage sensitive data Maintain confidentiality Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. Willing to Work On-site TRAINING: Full schedule availability is required. Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities, and on-the-job training Employees attending training are expected to meet Visa's established standards for performance, attendance, and conduct. This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Requirements

• Must have a High School diploma or equivalent or relevant work experience
• 1 or more years of work experience
• Must speak English and Spanish
• At least 2-3 years of contact center experience.
• Punctual, regular and consistent attendance.
• Customer service experience required. Prior experience in contact center, financial industry or ecommerce environments is strongly preferred.
• Demonstrated commitment to quality and customer service based on the customer's needs.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Requires efficiency, accuracy, and attention to detail.
• Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms.
• Visa is an EEO Employer

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