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Senior Representative, Contact Center

AT Mastercard
Mastercard

Senior Representative, Contact Center

Mexico City, Mexico

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

Senior Representative, Contact Center

Overview
The Contact Center team is looking for an Senior 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.

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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.

Client-provided location(s): Mexico City, CDMX, Mexico
Job ID: Mastercard-22331_R-237427
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • Fitness Subsidies
    • On-Site Gym
    • Pet Insurance
    • Mental Health Benefits
    • Virtual Fitness Classes
    • Health Reimbursement Account
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
    • On-site/Nearby Childcare
    • Adoption Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
    • Some Meals Provided
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
    • Stock Purchase Program
    • 401(K)
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Work Visa Sponsorship
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Shadowing Opportunities
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program