Overview
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 Requirement
Bilingual in English and Spanish COVID-19 Considerations We value the safety of each member of our community because we know we’re all in this together.
In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone.
In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.
In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted.
Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team.
Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.
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.
