Senior Representative, Contact Center

esses an entrepreneurial mindset.

Job Description Summary
• Provides service and support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.
• Engages via telephone, email, or other developing channels like chat or through other social media platforms.
• 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.

All About You
The ideal candidate for this position should:
-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.
-Advanced level of office tools.
-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.