Senior Representative, Contact Center

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

Overview:

The Mastercard Cross-Border Services team is looking for a Senior Representative Contact Center 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 professional with excellent communication skills.

Role:
Provide timely response to inquiries, requests, and complaints to customers using different mediums such as voice, chat and email.
Serves as a customer service resource to assist with the resolution of customer inquiries, collaborating with more senior resources to ensure complete and prompt response.
Supports operations as well as process improvements efforts with the voice of the customer in mind
Review customer issues and assists with resolution development, escalating issues that require more advanced knowledge
Coordinate with relevant department/s to provide resolution and customer satisfaction.

All About You:

Result oriented, Self-Driven, Analytical, Strong interpersonal and good communication skills.
Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
Handle customer queries and escalated issues from the customer.
Good communication skills in English and Local language.
Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
Ability to professionally communicate both written and verbal with different functional areas and external customers
Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere
Open to rotational shifts and adaptable to working on weekends.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes 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, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.