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Job Information

MasterCard Representative, Contact Center in Morelia, Mexico

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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.

Job Title

Representative, Contact Center

Associate - Customer Service Representative

Overview

Bilingual English - Spanish

• Provides service support for the Mastercard Cross-Border Services customers

• Engages with customers via email and telephone

• Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement with management team

Role

• Under general supervision, supports investigation and resolution of customer product/service issues, concerns and requests across multiple programs

• Follows established policies and procedures to review customer issue logs and identify trends of network or product portfolio 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

• May provide guidance to less experienced team members

All About You

• Experience contributing to the delivery of accurate and timely resolutions to consumer product/service inquiries under direct guidance

• Demonstrated knowledge of customer service standards, processes and tools

• Demonstrated ability to contribute to consumer support projects/initiatives

• Demonstrated ability to use Microsoft office in an intermediate to advance level

Requirement - (Must)

•Bilingual in English and Spanish

COVID-19 Considerations

In many locations, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in our NYC offices, as required by law, only individuals who have been fully vaccinated against COVID-19 will be permitted inside Mastercard offices unless a reasonable accommodation has been approved in advance.

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.

Requisition ID: R-178961

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