Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide.
Together with our customers, we're helping build a sustainable economy where everyone can prosper.
We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible.
Our technology and innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential. Title and Summary Senior Representative, Contact Center OverviewThe Contact Center team is looking for a Senior Representative to drive our customer experience strategy forward by consistently innovating and problem-solving.
The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Job Description Summary Provides service and support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.Engages via telephone, email, or other developing channels like chat or through other social media platforms.Acts as the voice of the customer by sharing recurring issues and opportunities for service improvement with the management team.Responsibilities: Under general supervision, supports investigation and resolution of customer product/service inquiries, issues, concerns, and requests.Follows established policies and procedures to review customer issues and inquiries and identify trends of product/service issues.
Escalates issues and assists in the development of a resolution.Collaborates with other team members to support projects/initiatives related to customer support delivery.All About You The ideal candidate for this position should:
Demonstrate experience in customer support.Have demonstrated success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects.Demonstrate the ability to own and manage small-level business projects from end-to-end.Exhibit effective oral, written, and non-verbal communications with stakeholders within the company and deliver high-quality work.Have experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries.Possess an advanced level of office tools.Be bilingual / possess advanced English skills.Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard's security policies and practices;Ensure the confidentiality and integrity of the information being accessed;Report any suspected information security violation or breach; andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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