Customer Service Representative

**Customer Service Representative (Portuguese / Spanish) - 2nd Shift**

Customer Service

Full-time

Date: Job Number: REF005412W **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 and Responsibilities**

This position is a production role, Customer Service Represntative in which requires an in-depth understanding of (Digital Social Media) processes and guidelines. The Customer Service Representative utilizes this knowledge to identify, correct and report all deviations from procedures as well as highlight exceptional performance. The incumbent will work in tandem with the Lead in identifying and reaching out to the Manager to escalate issues or identify areas of improvement of the team.

**Responsibilities (other duties may be assigned as needed):**

* Exchange information between cardholders, issuers, merchants, acquirers, members and product offices

* Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publically

* Identifies, documents and reports all inaccuracies or procedure breaches to management

* Provide level 1 call, email, chat/social media, entitlements and/or enrollments support for multiple Visa products and services

* Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded. Set-up new users, identify, troubleshoot, and resolve processing, application usage, or business issues, as well as on-boarding new Visa initiatives and programs

* Respond to customer inquiries relating to general functionality of Visa products via multiple communication channels

* Own level 1 issues through resolution working with VISA product, application, business or development groups

* Understand the customer's needs, business requirements and priorities; Know when Level 2 Support escalation is needed

* Actively seeks solutions and identifies, troubleshoots, resolves application or business issues

* Educate customers on product and basic software applications, usage, and functionality

* Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements

* Data entry in multiple internal applications

* Recommends initiatives and changes to improve quality of service for the unit

* Works with the production floor and other departments to coordinate workflow and ensure a seamless operation

* Customer Service Rep will continue to exchange information between cardholders, issuers, merchants, acquirers, members and product offices by providing day-to-day level 1 support to the public for Visa's Social Media channels to ensure customer expectations are exceeded

**Schedule for this position:**

3:30 pm - Midnight (Will be required to work either Saturdays or Sundays)

**Qualifications**

**Basic Qualifications:**

* Must have a High School diploma or equivalent

* 6 months Social Media handling experience (required)

* High drive, deep analytical skills, outstanding organizational skills

* Ability to handle multiple projects simultaneously while meeting deadlines

* Must be able to work effectively independently and collaboratively

* Must have the ability to remain objective while performing quality control functions

* Sound knowledge of bankcard operations and Visa Products and services, a plus

* Able to demonstrate a thorough knowledge of Microsoft applications with a focus on Outlook, Word, Excel and PowerPoint, as well as familiarity with internal CRM applications

* Schedule flexibility to accommodate evolving business needs of Social Media channels

* Must have strong verbal and written communication skills in English and Spanish OR Portuguese

**Preferred Qualifications:**

* 1 or more years of work experience

* Proven experience in a contact center environment

**Additional Information**

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law**Work Hours:** Varies upon the needs of the department

**Travel Requirements:** This position requires travel 5-10% of the time.

**Mental/Physical Requirements:** This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

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