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Job Description

The Customer Care Support will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders’ 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, NCR, Philippines.

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.

• Manage sensitive data

• Maintain confidentiality

• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.

• Willing to Work On-site

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• At least 2-3 years of contact center experience.
• Punctual, regular and consistent attendance.
• 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.
• Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms.

Additional Information

Visa is an EEO 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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.