Representative, Contact Center Job Listing at Mastercard in Mexico City (Job ID R-257592)

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

Representative, Contact Center Overview
The Contact Center team is looking for a 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 possesses an entrepreneurial mindset.
Role
Provides service and support Mastercard Cross Border products (PRO & PINS) and/or service issues, concerns and requests according to established policies and procedures as well as guidance from more senior resources and internal stakeholders.
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.
Collaborates with other team members to support projects/initiatives related to customer support delivery.
All About You
Bachelor's degree or equivalent experience (typically requires a minimum of 2-3 years' experience in financial services industry and/or Customer Service environment)
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.
Proven ability in understanding, meeting and/or exceeding set KPIs.
High understanding of all Mastercard Cross Border (PRO & PINS) products, policies and procedures.

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