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Customer Support Representative, Contact Center (Shift work required)



Customer Service
Pasig, Metro Manila, Philippines
Posted on Tuesday, June 4, 2024

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 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.

Title and Summary

Customer Support Representative, Contact Center (Shift work required) Overview of role:
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.

• 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:
6am - 3pm; 2pm - 11pm; 10pm - 7am (including Public Holidays and Weekends).

All about YOU:
• 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.

What we offer to you:
• 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.

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.