Client Care Associate

4 weeks ago

Reading, United Kingdom Visa Full time
Job Description

Position Description:

 

The CyberSource L2 Associate will be part of our world class Client Care team and will be responsible for supporting the business and technical needs of our growing merchant and partner base.

The role involves significant interaction (email, phone, and support case) with our merchants and partners, along with various internal teams. CyberSource L2 Associates must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques.

 

The person must be a great teammate, with the ability to deliver results in a dynamic and ever-changing environment with excellent communication and time management skills.

 

Responsibilities:

 

  • Provide exceptional customer facing skills and service to our merchants and partners via inbound email, phone, and support case interactions

  • Respond to incoming merchant and partner requests by striving towards one call resolution, while addressing multiple merchant and partner needs, while following quality expectations

  • Create, edit, and manage merchant and partner cases using an internal ticketing system (Dynamics)

  • Evaluate the nature of each call and determine the appropriate action to resolve the issue

  • Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions

  • Takes pride and fulfillment in assisting merchants and partners daily

  • Adhere to established Client Care procedures and guidelines, while providing quality customer service to meet and exceed department standards

 

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

  • 3+ years of customer service experience
  • Tenure as a Sr. CSR preferred
  • Strong troubleshooting skills
  • Ability to multi-task, continually re-prioritize cases and work under various constraints
  • Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required
  • Customer service skills including call de-escalation techniques and a commitment to quality serviceSelf-motivated with the ability to work within a team and independently
  • Ability to quickly identify problems and then take appropriate action to solve, including effective communication skills to wide audiences
  • Adapts easily to shifting priorities and challenges
  • Must have punctual, regular, and consistent attendance


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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