Client Care Support

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 Pasay, NCR, Philippines.

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 an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Requirements

• 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.