Job Description

Company DescriptionVisa 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.Team SummaryGlobal 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 Client Care Support does at Visa:The Client Care Support representative 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.A Client Care Support representative is responsible for 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 VisaThis 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.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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.QualificationsWhat 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 2 to 4 years\' experience in a customer service environment
• A minimum of 2 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
• Proficient in European language (Portuguese, Italian or Spanish) language to support specific language speaking customers.
• Must be able to work on 9AM to 5PM or 12Pm to 9PM and on public holidays and on weekends

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

Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.Additional InformationVisa 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.

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