Job Title:

Senior Representative, Contact Center

Overview:

Who is Mastercard?

Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.

As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless.

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 atmosphereTo find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.