A Visa Europe tem uma vaga para a posição na área de Apoio ao Cliente, para fluentes em Inglês, Português e Espanhol.
Visa Europe has an opportunity available for a 1st Line Customer Support Representative to join Business Service Support, with fluency in English and both Spanish & Portuguese.
The purpose of the role is to provide an excellent level of support to the EU Membership across all Visa products, services and systems by taking ownership of their problems, enquiries, requests and issues, and either resolving these or co-ordinating a response from Visa Europe, facilitating solutions on the Customers’ behalf as necessary or escalating non or inadequate response within TPS as appropriate.
Key Accountabilities:
- Ensure customer satisfaction through the provision of excellent quality service by resolving complex customer queries in an accurate and timely manner
- Liaise with all Visa departments as appropriate, accurately disseminate information, in order to ensure that responses to complex queries are communicated to the customers in an appropriate and timely manner
- Assume responsibility for the timely and appropriate escalation of non or inappropriate responses within TPS Division
- Assist Visa to improve relationships with the customer by analysing data prior to Operational Review meetings, highlighting any trends or areas of concern
- Monitor service level agreements/targets with other Visa Europe departments
- Accurately gather, record and feedback information relating to all member contacts handled.
- As with all positions in the company, adhere to the Visa Health and Safety Policy
Essential Criteria:
- Fluency in English and both Spanish & Portuguese
- Ideally a minimum of 2 years of working in a Customer Service or Helpdesk environment, within a B2B environment
- Flexible since working hours include Bank Holidays and potentially some weekends
- Self motivated and able to seek out solutions using own initiative
- Demonstrate basic analytical and problem solving skills, such as: Able to interrogate databases; Able to apply logic when investigating and resolving problems; Able to ask relevant, probing, detailed questions to aid timely problem resolution
- Credible and self confident – able to deal with Members and all internal Visa departments
- Demonstrate interpersonal, telephone and general communication skills
- Able to accurately disseminate information both from and to the Member, on behalf of or instead of, all Visa departments
- Able to share information and knowledge with colleagues
- Accountable for own performance, accuracy, standards and achievements
- Ideally educated to degree level, A level education or equivalent as a minimum
- PC literate – in particular word processing and spreadsheets
- Systems literate – able to interrogate databases
Desirable Criteria:
- Experience in the payments or banking industry highly desirable
- Experience and working knowledge of Visa Europe systems and processes
Visa Europe is a payments technology business owned and operated by member banks and other payment service providers from 36 countries across Europe.
Visa Europe works at the forefront of technology to create the services and infrastructure which enable millions of European consumers, businesses and governments to make electronic payments. Its members are responsible for issuing cards, signing up retailers and deciding cardholder and retailer fees.
Since 2004, Visa Europe has been independent of Visa Inc. and incorporated in the UK, with an exclusive, irrevocable and perpetual licence in Europe. Both companies work in partnership to enable global Visa payments. As a dedicated European payment system Visa Europe is able to respond quickly to the specific market needs of European banks and their customers – cardholders and retailers – and to meet the European Commission’s objective to create a true internal market for payments.
For more information, please visit www.visaeurope.com
26/06/2013