Job Details:
Requirements
*.Experience dealing with affluent cardholders
*.Able to use web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information
*.Able to build relationships with key businesses (issuers, merchants and vendors)
*.Highly resourceful, strong investigative nature and knowledge of various market offerings;
*.Outstanding customer satisfaction and follow through skills; understanding the highest levels of customer service;
*.Polite, friendly and knowledgeable phone demeanor;
*.Highly adaptable, self-motivated and self-disciplined;
*.Able to learn and work independently as well as in a team environment;
*.Detail oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence;
*.Able to thrive in a performance-based environment.
*.Good knowledge of market in China, especially Shanghai
Responsibilities
*.Respond to inbound telephone calls and may generate outbound calls regarding information on aspects of multiple Visa Benefits.
*.Respond to inbound emails and generate outbound emails and generate outbound emails to vendors
*.Evaluate the nature of each call or email and determine the appropriate action
*.Answer to Visa Benefit inquiries from cardholders, explain multiple program features and fulfill the requests
*.Adhere to established CSS procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
*.Provide general information and support on any VISA related topic or product and direct the customer accordingly.
*.Update and maintain cardholder data in appropriate databases.
*.Use several computer programs to respond to customer inquiries.
*.Document cases to show action taken.
*.Serve as escalation point for calls requiring advanced knowledge of product line.Qualifications
*.Typically requires a minimum of 2-4 years experience in a customer service environment
*.Knowledgeable of card payment business, card benefits and operating procedures
*.The customer service representation is required to support the China market hence the ability speak, read and write mandarin/chinese and Cantonese is essential
*.Ability to multi-task and make decisions quickly based on the customer's needs.
*.Ability to handle difficult calls in a professional manner.
*.Requires accuracy and attention to details.
*.Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
*.Ability to work as part of a team.
*.Basic PC skills in a Windows environment; however strong keyboard skills are required.
*.Able to work on shifts
*.Team oriented...
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