Visa Customer Service Associate in Pasay, Philippines

The Customer Service Associate will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders’s needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service. This position is located in Pasay.

SPECIFIC RESPONSIBILITIES WILL INCLUDE:

  • Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude.

  • Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations.

  • Actively listen and probe to figure out nature of each call and determine the appropriate action(s) to complete the call.

  • Multi-task across several computer programs to respond to customer inquiries.

  • Utilize all tools to properly support, action and document all related questions and needs.

  • Accurately update and maintain cardholder data in appropriate databases.

  • Collaborate with peers to help cardholders; provide thought-leadership; and inspire both customers and peers in a diverse business environment.

  • Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.

TRAINING:

  • Full schedule availability is required.

  • Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training.

  • Employees attending training are expected to meet Visa’s established standards for performance, attendance and conduct.

WORK SCHEDULE:

  • Direct hire (not contract) set schedules determined at the time of offer. You are required to render forty (40) regular hours per week or 8 hours per day with meal break of less than one hours and short rest periods.

  • Our customers rely on us to be available to meet their needs every day, including weekends and holidays.

  • Willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.

  • Punctual, regular and consistent attendance. Willing to work on varying schedules/shifts.

  • Customer service experience required; Prior experience in contact center, financial industry or ecommerce environments is strongly preferred.

  • Demonstrated commitment to quality and customer service based on the customer’s needs.

  • Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.

  • Requires efficiency, accuracy and attention to detail. MUST speak fluent English.

  • Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms.

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  • Knowledge of the payments business preferred.

  • Ability to learn and adjust quickly to changes in process.

  • Foster positive work environment.

  • Escalate issues related to customer inquiry or other in a timely manner, and appropriately.

  • Quickly respond to Manager/Lead request to support workload redistribution.

  • Manage sensitive data.

  • Maintain confidentiality.

WHAT YOU GET FOR WORKING AT VISA:

  • A contact center environment filled with amazing people and incredible career opportunities

  • Fun, rewarding work environment with on-site cafeteria, unlimited beverages and game room.

  • Competitive base pay along with quarterly bonuses that are based on maintaining attendance, schedule adherence, and quality plus shift and language differentials if applicable.

  • Healthcare benefit on Day 1

  • Education Assistance Program, Fitness/Health Club Subsidy and Outpatient Entitlement (Prescribed medication).