مستشار خدمة عملاء :
المؤهلات:
- درجة البكالوريوس أو ما يعادلها من الخبرة العملية. عادة ما يتطلب الحد الأدنى من 3 إلى 5 سنوات من الخبرة المسؤولة بشكل تدريجي في دور خدمة العملاء وإدارة المشاريع والدعم الفني في صناعة المالية أو تكنولوجيا المعلومات.
- القدرة على تقديم المشكلات الفنية والتجارية والحلول إلى مستويات متعددة داخلياً وخارجياً لدعم خطط التنظيم الاستراتيجية.
- معرفة تفصيلية بأنظمة الدفع المتكاملة VisaNet VIP و Base2 ، والمواصفات الفنية لـ EMV و Visa Integrated Circuit VIS بحيث يمكن توفير دعم فني من المستوى الثاني للعملاء والفرق الداخلية.
- معرفة تفصيلية بالمشهد المدفوعات الإلكترونية بما في ذلك المدفوعات عبر الهاتف المحمول والإنترنت هي ميزة إضافية.
- إظهار مهارات التخطيط والتنظيم وحل المشكلات المتقدمة.
- مطلوب مهارات اتصال شفهية وكتابية وتقديم وشخصية ممتازة.
- القدرة المثبتة على العمل في منظمة معقدة لتحديد احتياجات العمل والعملاء ، وتوفير أفضل الحلول لتلبية تلك الاحتياجات.
- ذاتي التحفيز مع القدرة على العمل تحت الضغط بنهج دبلوماسي وتركيز على خدمة العملاء ، مع امتلاك روح الفريق التعاوني.
- اللغة العربية والإنجليزية ضروريتان.
التقديم بعد شرح الوظيفة
About the job
Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
- Act as liaison for the client. provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Considered the functional expert for designated clients’ processing and operational business.
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
- Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance including authorization, clearing & settlement, back office processing.
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
- Contribute and manage execution of country strategy, operational initiatives, special projects and client driven continuous improvement plans.
- Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution. advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
- Support biannual business enhancement releases and all other Visa mandates&requirements fulfilment.
- Perform ongoing proactive operational reviews with designated clients.
- Partner with assigned Account Executives to identify additional business opportunities.
- Establish and extend relations with key internal and external clients contacts to ensure operational business continuity, operational performance improvement and execution of country priorities.
- Actively contribute to the effectiveness of the Team by supporting and co-operating with colleagues and providing cover during periods of absence.
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
- Bachelors Degree or equivalent work experience. Typically requires a minimum of 3 to 5 years progressively responsible experience in customer service, project management and technical support role in the financial or information technology industry,
- Ability to present technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
- Detailed knowledge of VisaNet Integrated Payment VIP and Base2 systems, EMV and Visa Integrated Circuit VIS technical specifications so that second level technical support can be provided to clients and internal teams.
- Detailed knowledge of the electronic payments landscape including mobile and internet payments is a plus.
- Exhibit advanced planning, organizational and problem solving skills.
- Excellent verbal, written, presentation and interpersonal skills are required.
- Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Self motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit
- English and Arabic languages are necessary
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.