Client Care Support – English & French
| Company | Visa |
|---|---|
| Location | Miami, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Must have a High School diploma or equivalent or relevant work experience
- Fluency in English AND French (Written and Spoken)
Responsibilities
- Demonstrate consistent, and reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude
- Meet KPIs and other existing potential new KPIs as deemed necessary by the business.
- Respond to incoming customer request quickly, proficiently, and professionally while meeting specific quality expectations
- Actively listen and probe to determine the 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
- Collaborate amongst the different Line of business as required by the business
- Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment
- Respond to incoming cardholder requests quickly, proficiently and professionally while meeting specific key performance indicators
- Provide services on a variety of request not limited to lost/stolen card replacement, fraud prevention, technical support for mobile apps as well as other various account related services
- Commitment to client experience by delivering results based on client feedback as well as internal quality expectations
- Increasing product knowledge will be required in order to continue to provide a work class experience to callers
Preferred Qualifications
- 1 or more years of work experience
- Prior experience in call center, financial industry, ecommerce, or technical environment is preferred
- 1 year contact center experience highly preferred
- Demonstrated commitment to the businesses key performance indicators and exceptional customer service
- Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving, and multi-tasking skills required
- Must have punctual, regular, and consistent attendance