Bilingual Customer Support Specialist

1 week ago

Austin, Texas, United States Visamiddleeast Full time

Bilingual Customer Support Specialist

Company Overview

About Visa:

As a leader in digital payment solutions, Visa's mission is to connect the globe through the most innovative, reliable, and secure payment network, empowering individuals, businesses, and economies to prosper. Our advanced global processing network, VisaNet, ensures secure transactions worldwide, capable of handling over 65,000 transaction messages per second. Our commitment to innovation accelerates the growth of connected commerce across all devices, driving the vision of a cashless future for everyone, everywhere.

At Visa, we embrace individuality. Working here offers you the chance to make a significant impact, invest in your professional development, and be part of a diverse and inclusive workplace. We are a global team of innovators, disruptors, and risk-takers, driving economic growth even in the most remote areas, creatively advancing the industry, and doing meaningful work that promotes financial literacy and digital commerce for millions of unbanked and underserved consumers.

Job Responsibilities

The Customer Support team delivers exceptional operational assistance to Visa's clients globally. With extensive knowledge and expertise, we serve as a vital internal partner to product and technology teams, ensuring the voice of the customer is integrated into the design, development, and successful launch of Visa products and services. Our responsibilities include supporting client implementation of Visa offerings and managing critical services that support the broader Visa organization, such as Visa Rules management, cardholder disputes, compliance, client testing, and configuration.

The Customer Support Specialist will be integral to our World-Class Customer Support team, responsible for addressing cardholder inquiries regarding various Visa products through inbound calls. You will adhere to established policies and procedures while ensuring a positive customer experience. We seek individuals who thrive in a dynamic environment that is both enjoyable and challenging, ensuring our customers receive top-tier service.

Key Responsibilities Include:

  • Exhibit consistent and reliable attendance, demonstrating a positive and enthusiastic attitude.
  • Meet established KPIs and adapt to new performance metrics as required by the business.
  • Respond promptly and professionally to incoming customer requests, adhering to quality standards.
  • Engage in active listening to identify the nature of each call and determine appropriate actions.
  • Efficiently navigate multiple computer programs to address customer inquiries.
  • Utilize available tools to effectively support, document, and address all related questions and needs.
  • Maintain accurate cardholder data in relevant databases.
  • Collaborate with colleagues to assist cardholders, providing leadership and inspiration in a diverse business environment.
  • Ensure compliance with Key Control and other policies, maintaining confidentiality in our secure environment.

Position Details:

Competitive hourly rate with additional shift differentials and performance bonuses. Comprehensive training program provided. Flexible work schedules available, including shifts that may cover weekends and holidays.

Qualifications:

Basic Qualifications:

  • High School diploma or equivalent.
  • Fluency in English and a second language (Spanish or French).

Preferred Qualifications:

  • 1+ years of relevant work experience.
  • Experience in a call center, financial services, e-commerce, or technical environment is preferred.
  • Strong commitment to key performance indicators and exceptional customer service.
  • Excellent verbal and written communication skills, with strong interpersonal and problem-solving abilities.
  • Ability to engage in meaningful conversations that foster customer loyalty.
  • Consistent and punctual attendance.

Additional Information:

This position may require occasional travel. The role will be performed in an office setting, requiring the ability to sit and stand at a desk, communicate effectively, and operate standard office equipment.

Visa is an Equal Opportunity 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.

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