Senior Representative, Contact Center Job Listing at Mastercard in Ernakulam, KL (Job ID R-228555)

Description

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Senior Representative, Contact Center Overview:

The Mastercard Cross-Border Services team is looking for a Customer Service 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 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 technical resource to assist with the resolution of customer inquiries; collaborating with more senior resources to ensure complete and prompt response
Supports testing as well as process improvements efforts with the voice of the customer in mind
Review customer issue logs 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
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

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.

 Apply on company website