1st Line Customer Support Representative

1st Line Customer Support Representative

Location: Paddington, West London (W2) , W2 View map Salary: Unspecified Date posted: 16/04/2012 18:02 Job type:Permanent Company: Visa Contact: Constance Lorthiois Ref: Totaljobs/616600 Job ID: 53338572

An opportunity is available for a 1st Line Customer Support Representative to join Customer Support, with fluency in English, French, and either Italian, Polish, or German.

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 e scalating 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 mannerLiaise 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 mannerAssume responsibility for the timely and appropriate escalation of non or inappropriate responses within TPS DivisionAssist Visa to improve relationships with the customer by analysing data prior to Operational Review meetings, highlighting any trends or areas of concernMonitor service level agreements/targets with other Visa Europe departmentsAccurately 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 Crite ria:

Fluency in English ,French and either Italian, Polish, or German both written and spoken is essentialExperience of working in a Customer Service or Helpdesk environment, ideally within a B2B environmentFlexible since working hours include Bank Holidays and potentially some weekendsSelf motivated and able to seek out solutions using own initiativeDemonstrate 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 resolutionCredible and self confident able to deal with Members and all internal Visa departmentsDemonstrate interpersonal, telephone and general communication skillsAble to accurately disseminate information both from and to the Member, on behalf of or instead of, all Visa departmentsAble to share information and knowledge with colleaguesAccountable for own performance, accuracy, standards and ach ievementsIdeally educated to degree level, A level education or equivalent as a minimumPC literate - in particular word processing and spreadsheetsSystems literate able to interrogate databases

Desirable Criteria:

Experience and working knowledge of Visa Europe systems and processes

Visa Europe is a membership association - an organisation owned and operated by its 4,600 European member banks. In October 2007, Visa Europe became independent of the new global Visa Inc., with an exclusive, irrevocable and perpetual licence in Europe. As a dedicated European payment system it is able to respond quickly to the specific market needs of European banks and their customers cardholders and retailers, and to meet the European Commissions objective to create a true internal market for payments. Visa enjoys unsurpassed acceptance around the world. In addition, Visa/Plus is one of the worlds largest global ATM networks, offering cash access in local currency in over 170 countries.