Client Care Associate, GCR (Mandarin Speaking)

This is a midlevel professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist working independently with minimal guidance in complex and unconventional situations.

Responsibilities:

• Administer business processes related to client onboarding offboarding reporting and ongoing management of clients and users supported by the GCR team.
• Manage activities requests and inquiries for support and information through case management tools (including but not limited to email chat and calls).
• Manage enrollment client setup and deactivation processes by coordinating closely with clients Client Success Product and other internal teams as needed.
• Understand and troubleshoot issues clearly assess complexity and escalate timely and appropriately.
• Deliver consistently highquality work to ensure an excellent client experience meet service level objectives with best practices and processes applied.
• Identify process improvements and opportunities based on inquiry trends and operational pain points to enhance service delivery.
• Collaborate with analysts and leadership to develop and deliver training materials for new hires and continuous learning for existing team members.
• Participate in regular team meetings to share insights discuss challenges and contribute to team strategies.
• Manage documentation in SharePoint Microsoft Dynamics/OneCRM and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
• Contribute to team efforts by accomplishing related tasks as needed.
• Provide client support in Mandarin and English across chat email and phone channels for global clients.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Demonstrate flexibility in schedulewillingness to work a flexible schedule including weekends possible holidays and overtime when needed (24/7 operations rotating/shifting schedules).
• Responsible for providing comprehensive support across six Primary Enrollment Products Basic Core Skills and Chat Scope with proficiency assisting customers via phone email and chat.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

• Bachelors degree or equivalent work experience 3 years relevant experience.
• Strong client support experience across chat calls and email.
• Preferably knowledgeable about Visas ecosystem business processes and system services.
• Demonstrated initiative in problem solving and meeting deadlines for assigned work.
• Comfortable thinking outside the box demonstrates innovative thinking and smart risktaking.
• Excellent time management organization and planning skills.
• Selfstarter with a track record of achieving results as part of an effective team able to prioritize and multitask under strict deadlines.
• Able to set priorities influence others and manage customer expectations.
• Demonstrated success in customer relationship management.
• Excellent English verbal written and interpersonal skills.
• Must be fluent in Mandarin (spoken and written) to support global client interactions.
• Ability to provide client support across multiple regions and time zones.
• Experience with standard MS Office tools (e.g. Excel PowerPoint Word Visio).

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