Sr. Client Care Support - Voice (Merchant)
6d ago

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.

Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second.

The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere.

As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace.

We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together , let's transform the way the world pays.

Job Description and Responsibilities

The Sr. Client Care Support representative will be part of our World Class Customer Support team and will be responsible for supporting the business and technical needs of our growing client base.

As a Sr. Client Care Support representative, you will be assisting clients and partners through inbound phone calls. This position will be located in Manila, Philippines.

Specific Responsibilities will include :

  • Sr. Client Care Representatives are responsible to provide support for the following contact types. Partner and acquiring solutions support along with clients integrating with Authorize.Net
  • Responds to incoming client requests quickly, proficiently and professionally while meeting specific quality expectations
  • Thoroughly describe and document work using Salesforce which includes escalating support cases to Team Associates, Team Leads or Product Support as needed
  • Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and Repeat Contact Rates
  • Ability to perform with Operational Efficiency by delivering results based on Average Handle Time and Adherence scores
  • Exhibits appropriate Leadership Effectiveness by committing to demonstrate Visa’s Leadership Principles
  • Qualifications

  • Client Care Representative experience required within Authorize.Net Merchant Support with excellent performance results.
  • Manager’s recommendation
  • Demonstrated commitment to quality and customer service
  • Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required
  • Must have punctual, regular and consistent attendance
  • Must be willing to have schedule flexibility to help support growing merchant and partner needs
  • 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.

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