Service Operations Representative

2 weeks ago


Miami, United States visa Full time

Position Title: Customer Service Representative (Portuguese / Spanish) - 2nd Shift

Company Overview:

As a leader in digital payment solutions, Visa is dedicated to connecting the globe through innovative, reliable, and secure payment networks. Our mission is to empower individuals, businesses, and economies to thrive through advanced technology and a commitment to a cashless future.

Role Overview:

The Customer Service Representative plays a vital role in our operations, requiring a comprehensive understanding of digital communication processes. This position is essential for identifying, correcting, and reporting deviations from established protocols while recognizing outstanding performance.

Key Responsibilities:

  • Facilitate communication between cardholders, issuers, merchants, and product offices.
  • Analyze incoming records across various digital platforms to ensure accurate responses and adherence to procedures.
  • Document and report inaccuracies or procedural breaches to management.
  • Provide first-level support via calls, emails, and social media for a range of Visa products and services.
  • Assist Visa client institutions and program managers to exceed customer expectations, including user setup and troubleshooting.
  • Respond to inquiries regarding Visa product functionalities through multiple communication channels.
  • Manage and resolve level 1 issues by collaborating with relevant Visa teams.
  • Understand customer needs and escalate to Level 2 Support when necessary.
  • Proactively seek solutions and troubleshoot application or business issues.
  • Educate customers on product usage and software applications.
  • Maintain production escalation trackers and daily reports highlighting actions taken.
  • Engage in data entry across various internal applications.
  • Recommend initiatives to enhance service quality.
  • Coordinate with other departments to ensure seamless operations.

Work Schedule: 3:30 PM - Midnight (Weekend availability required)

Qualifications:

Basic Requirements:

  • High School diploma or equivalent.
  • Minimum of 6 months experience in social media management.
  • Strong analytical and organizational skills.
  • Ability to manage multiple projects and meet deadlines.
  • Effective independent and collaborative work skills.
  • Sound knowledge of bankcard operations and Visa products is a plus.
  • Proficient in Microsoft Office applications.
  • Fluency in English and Spanish or Portuguese.

Preferred Qualifications:

  • 1+ years of experience in a contact center environment.

Additional Information:

Visa is committed to ensuring the health and safety of our employees and visitors. As part of our COVID-19 vaccination policy, all employees in the U.S. are required to be fully vaccinated unless a reasonable accommodation is approved.

Equal Opportunity Employer: Visa is an equal opportunity employer and considers qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.



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