Senior Representative, Contact Center

2 weeks ago

Karachi, Sindh, Pakistan Mastercard Full time $60,000 - $80,000 per year

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 CenterWho is Mastercard?

Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.

As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless.

Overview:

The Mastercard Cross-Border Services team is looking for a Senior Representative Contact Center 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 customer service resource to assist with the resolution of customer inquiries, collaborating with more senior resources to ensure complete and prompt response
  • Supports operations as well as process improvements efforts with the voice of the customer in mind
  • Review customer issues 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 and Local language.
  • 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.

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