Description
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
Associate Specialist, Contact Center (Mandarin speaking) OverviewThis is a role that sits under our Mastercard Commercial New Payment Flows (CNPF) division. The Contact Center team provides global client support services for our cross border payments products delivering service excellence for our clients.
The Role
• As an Associate Specialist within our Contact Center team, you will provide service and support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.
• Engaging with clients via telephone, email, or other developing channels like chat or through other social media platforms using Mandarin and English Language.
• Acting as the 'voice of the customer' by sharing re-occurring issues and opportunities to drive continuous service improvement with our management team.
• 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
NOTE:
• The team provides 24/7 support in a Rotational Shift arrangement with 2 Shift timings:
6am - 3pm; 11am - 8pm (including Public Holidays and Weekends).
• This is a hybrid working arrangement which involves 3 days working in office; 2 days working from home.
• Working Location: Ortigas Center, Pasig
All about YOU:
• Excellent written and oral proficiency in English and Chinese is required for this role.
• Preferably at least 1 year of relevant Client support experience in contributing to the delivery of accurate and timely resolutions to customer product/service inquiries under direct guidance.
• Experience contributing to the delivery of accurate and timely resolutions to customer product/service inquiries under direct guidance.
• Demonstrated knowledge of customer service standards, processes and tools.
• Demonstrated ability to contribute to customer support projects/initiatives
• Demonstrated ability to communicate well with customers, verbally and in written forms. Fast learner and high multi-tasking skills.
• Fast learner, excellent teamplayer and high multi-tasking skills.
• Open to consider Graduates with good aptitude for learning and genuine interest to grow with the team in the long run.
What we offer to you:
• Excellent working culture and support system with a focus on teamwork
• Mentorship and guidance to shadow and learn on the job for new joiners
• Exposure in supporting Global clients across the regions
• Attractive benefits including Family Inclusive support for our employees and their eligible dependents.
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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