Cybersource Client Resolution Associate at Visa

Almaty, , Kazakhstan -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

0.0

Posted On

22 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Troubleshooting, Communication, Problem Solving, Teamwork, Time Management, Call De-escalation, Self-motivation, Adaptability, Technical Support, Microsoft Dynamics, Client Interaction, Service Enablement, Operational Efficiency, Leadership, Professionalism

Industry

IT Services and IT Consulting

Description

Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa. Job Description Handle all inbound client interaction through voice, chat, email and support case channels Skilled to resolve problems which involves advanced interactions and displaying exceptional levels of professionalism working alongside various internal teams Cybersource level 2 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 In addition, skilled to perform configurations and service enablement on behalf of the client which requires extreme accuracy and execution Evaluate the nature of each situation and determine the appropriate action to resolve the issue Must be a great team player, with the ability to deliver results in a dynamic and ever-changing environment with excellent communication and time management skills Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution Ability to deliver results with operational efficiency (Case duration) Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution which includes escalating support cases to internal teams, as needed Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager. Qualifications 3+ years of customer service experience. Tenure as a Sr. Support team member required. 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 service. Self-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. Advanced English speaker (both written and oral) and Russian language speaker 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.

Responsibilities

Handle all inbound client interactions through various channels and resolve technical problems efficiently. Collaborate with internal teams to ensure exceptional client experiences and operational efficiency.