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Customer Service Representative

2 months ago


Miami, United States Visa Europe Full time

Job Summary:

Visa Europe is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving issues, and ensuring customer satisfaction.

Key Responsibilities:

  • 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.

Requirements:

  • 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.