Customer Support Representative, Contact Center (Shift work required)
Mastercard
- Philippines Manilla, NSW
- Permanent
- Full-time
Mastercard Transaction Services (MTS) is the division responsible for the management of the legal entities under which all of Mastercard’s current licensed money transfer services (and in the future other regulated activities) will be conducted.
This position will provide Global client support for the Cross Border Services Programme and solutions in Mastercard.Responsibilities:
- 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
- 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
- NOTE: The team provides 24/7 support in a Rotational Shift arrangement with 3 Shift timings:
- Excellent written and oral proficiency in English.
- Preferably at least 1 year of relevant Client support experience in contributing to the delivery of accurate and timely resolutions to customer product/service inquiries under direct guidance.
- Prior experience in providing support in a contact centre/shared services environment to Financial Institutions or FinTech industry would be a plus.
- 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.
- Fast learner, excellent teamplayer and high multi-tasking skills.
- Open to consider Graduates with good aptitude for learning and genuine interest to grow with the team in the long run.
- Excellent working culture and support system with a focus on teamwork
- Mentorship and guidance to shadow and learn on the job for new joiners
- Exposure in supporting Global clients across the regions
- Attractive benefits including Gender Neutral/Family Inclusive support for our employees and their eligible dependents.