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Customer Service Representative
2 months ago
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.