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Service Operations Representative

2 months ago


Miami, United States Visa Europe Full time

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

Company Overview:

Visa Europe stands at the forefront of digital payment solutions, committed to connecting individuals and businesses through a secure and innovative payment network. Our mission is to empower economies and enhance the way commerce is conducted globally. With our robust processing network, VisaNet, we facilitate seamless transactions, ensuring reliability and security for all users.

At Visa, we celebrate diversity and individuality. Joining our team means becoming part of a global community of innovators and leaders dedicated to transforming the financial landscape and promoting digital commerce for everyone.

Role Overview:

The Customer Service Representative plays a crucial role in our operations, focusing on providing exceptional support through various digital channels. This position requires a comprehensive understanding of social media protocols and the ability to address customer inquiries effectively.

Key Responsibilities:

  1. Facilitate communication between cardholders, issuers, merchants, and other stakeholders.
  2. Review and analyze social media interactions to ensure compliance with established guidelines.
  3. Document and report any discrepancies or procedural violations to management.
  4. Provide first-level support for Visa products through calls, emails, and social media platforms.
  5. Assist Visa client institutions in exceeding customer expectations by resolving issues and onboarding new initiatives.
  6. Educate customers on product functionalities and assist with software applications.
  7. Maintain accurate records of escalations and production metrics.
  8. Collaborate with internal teams to enhance service quality and operational efficiency.

Work Schedule:

This position operates from 3:30 PM to Midnight, with 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 tasks while meeting deadlines.
  • Proficient in Microsoft Office applications.
  • Fluent in English and either Spanish or Portuguese.

Preferred Qualifications:

  • 1+ years of experience in a customer service environment.
  • Experience in a contact center setting.

Additional Information:

Visa is an equal opportunity employer, committed to fostering an inclusive workplace. We welcome applicants from diverse backgrounds and experiences.