Client Care Support - Merchant (Evergreen)


Manila, Philippines


Payment Networks & Schemes / Sales

Mar 11

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

  • Responds to incoming client requests quickly, proficiently and professionally while meeting specific quality expectations
  • Thoroughly describe and document work using dynamics which includes escalating support cases to Team Associates, Team Leads or Product Support as needed
  • Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and Repeat Contact Rates
  • Ability to perform with Operational Efficiency by delivering results based on Average Handle Time and Adherence scores
  • Exhibits appropriate Leadership Effectiveness by committing to demonstrate Visa’s Leadership Principles

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.


  • Minimum of 2 years' experience in a customer service environment.
  • With at least 1 year in a Contact Center environment
  • Must possess a clear speaking voice and strong verbal communication skills.
  • Ability to handle difficult calls in a professional manner.
  • Take personal ownership to resolve a customer issue.
  • Accuracy and attention to details.
  • Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
  • Knowledge of the payments business preferred.
  • Ability to learn and adjust quickly to changes in process.
  • Foster positive work environment.
  • Ability to escalate issues related to customer inquiry or other in a timely and appropriate manner.
  • Quickly respond to Manager/Lead request to support workload redistribution.
  • Manage sensitive data and maintain confidentiality.
  • Flexible in the event of schedule change requirement

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.

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Leading global payment solutions