Client Service Coordinator

Job Location:

Pasay, Philippines

Job Description:

Job Description

We are looking for an enthusiastic, customer-focused associate business analyst to join our client contact data management team. The ideal candidate will be able to provide phone and email support for the processing of Visa Client contact information, manage monthly reports, update contact data, and help support annual projects. The candidate will have strong customer service skills, be process driven and accuracy focused, have proficient English capabilities as well as the ability to track data update projects effectively. This job is process-based and requires some analytical thinking.

This is a global position located in Manila, Philippines that requires cross-functional and cross-regional communications across multiple regions and time zones. Position will be second shift to support our Europe, Middle East and Africa Regions. 

  • Customer service. Perform both in-bound and out-bound customer service operations over email and by telephone to support client contact data updates. Maintain a friendly and helpful demeanor. Resolve issues in a quick and organized manner. Provide basic guidance based on the situation at hand with the ability to flex between different job functions, such as customer service and data entry.  
  • Data Entry. Manage client contact data in contact management system though manual entry (adding new contacts and/or updating existing contacts). Adhere to set departmental KPIs and standards. Follow department processes, but also respond logically in the moment and make decisions based on the nature of the request. 
  • Reporting. Support the compiling of basic monthly reports, ensuring data accuracy, and distributing to internal stakeholders within agreed timeframes. Ability to understand the report objectives and adjust distribution list as needed and make report enhancement recommendations as appropriate. 
  • Managing Process. Track monthly and annual tasks to ensure completion within SLAs. Report on status and provide feedback in annual process review. 
  • Managing email box. Manage an email inbox for incoming requests from clients and ensure all response SLAs are met. Ensure mailbox is organized effectively and efficiently, while tracking of open issues.   
  • Special Projects. Assist with annual “data cleanup” projects as assigned, including executing plans and managing tasks through to completion.

Job Requirements:

Qualifications

  • Bachelor’s degree or equivalent experience.  
  • Requires a minimum of 3-5 years of experience in a data entry and customer service role.  
  • Strong verbal communication skills and ability to interact with clients on the phone and via email successfully. 
  • Good attention to detail and proven skill in delivering data accuracy a must. 
  • Good technical aptitude with the ability to absorb technical processes and apply them quickly. 
  • Experienced in Microsoft Office Suite, including Excel, Word, Outlook, Access and PowerPoint.  
  • Enthusiastic      
  • Positive attitude and strong team player with ability to work effectively across multiple departments to deliver on goals, as well as cover for other colleagues during peak times. 
  • Highly flexible with an interest in working within a global framework (different time zones) and an ability to adapt quickly to a changing environment.  
  • Entrepreneurial / innovative spirit and energized by process improvement.
  • Experience in basic project management a plus. 
  • Strong English verbal, written, and interpersonal skills are required. 
  • Bilingual fluency in French preferred.  



Additional Information

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Contact Information:

Contact: Human Resources
Visa
Website: https://usa.visa.com/

Posted:

December 31, 2017
UID: 405999912476221

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