Senior Representative, Contact Center
hace 2 semanas
**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
Job Description Summary
- Provides service and support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.
- Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement with 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.
Knowledge/ Skills/ Abilities
- College Degree preferable in Business Administration/ Communication
- Demonstrate experience in customer support.
- Demonstrated success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects.
- Demonstrated ability to own and manage a small-level business projects from end-to-end
- Exhibits effective oral, written, and non-verbal communications with stakeholders within company and delivers high quality work.
- Have experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries.
- Demonstrated knowledge of consumer service standards, processes and tools
- Advanced level of office tools.
- Intermediate Excel skills
Must be bilingual - Advanced English skills
**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.
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