Client Care Manager
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Manager Acceptance Support ()
The Acceptance Support Manager will be part of our Client Care support team and will be responsible for managing a team of Sr. Client Care Representatives that will be assisting clients regarding their payment gateway account.
Responsibilities:
- Managing a team that supports multiple support channels (voice live chat email & support case)
- Ensures that staff performance follows established procedures and meets or exceeds departmental performance standards
- Provides daily direction and communication to representatives
- Provides feedback coaching and training to meet performance objectives
- Provides statistical performance and developmental feedback on a regular basis to each team member
- Creates and administers performance reviews for skill improvement
- Conducts regular evaluations to monitor team members adherence to quality and departmental policies on client interactions
- Addresses disciplinary and/or performance concerns according to company policy. Makes effective/appropriate decisions relative to corrective action as required
- Ability to handle and resolve escalated client concerns
- Required to be flexible for leadership coverage 24x7 365
- Involved in process improvement procedures regarding the client experience or product enhancements (process & project management)
- Shares continual responsibility for deciding how to manage team member & ensuring client requests are handled efficiently and effectively from an overall line of business point of view
- Ability to work cross-functionally with multiple departments and platforms
- Ability to discuss and present with Senior Leadership on various topics
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Basic Qualifications:
Strong troubleshooting skills
Excellent verbal and written communications in English interpersonal skills customer orientation team interaction and problem solving
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
Must have punctual regular and consistent attendance
Ability to multi-task continually reprioritize workload and work under various constraints while adapting easily to shifting priorities and challenges
Ability to quickly identify problems/trends while taking appropriate action to solve the issue including effective communication skills to wider audiences
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.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more
