Mastercard
Financial Services
Specialist,ContactCenter,Scheduler-2
Neural analysis suggests this role is
optimal for Mid candidates.
“Specialist, Contact Center, Scheduler-2 at Mastercard. Skills: Customer support, Mandarin, English. Manages day-to-day operations of the Cross Border Services Operations within the Contact Centre. Provides service and support for Mastercard products and services directly to customers”
What You'll Achieve.
Ensure that support delivered to customer meets established product/service standards; Ensure service standards and SLAs are met
Industry & Context.
Effective problem-solving; Investigates and resolves consumer product/service issues, concerns and requests; Troubleshoots complex or unusual consumer product/service inquiries; Supports investigation and resolution of customer product/service inquiries, issues, concerns and requests
What They're Looking For.
Must Have
Advanced experience in customer support, Demonstrated success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects, Demonstrated ability to own and manage a small-level business projects from end-to-end, Advanced level of office tools, Intermediate Excel skills, Advanced Mandarin & English skills
Nice to Have
College Degree preferable in Business Administration/ Communication
What You'll Do.
Manages day-to-day operations of the Cross Border Services Operations within the Contact Centre
Provides service and support for Mastercard products and services directly to customers
Engages via telephone
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
Contributes to development of process improvement efforts and initiatives associated with optimization of resources and consumer support delivery
Performs trends analysis
and recommends and develops business cases to address challenges
Investigates and resolves consumer product/service issues
concerns and requests
Troubleshoots complex or unusual consumer product/service inquiries and escalate issues to appropriate senior resources
Supports investigation and resolution of customer product/service inquiries
concerns and requests
Follows established policies and procedures to review customer issues and inquiries and identify trends of product/service issues
Provides support for Mastercard products and services directly to customers and ensures service standards and SLAs are met
How You'll Work.
Team & Collaboration
Collaborate with other team members to support projects/initiatives related to customer support delivery; Effective collaboration with customers and regional stakeholders
Communication Scope
Professional communication skills in Mandarin; Effective oral, written, and non-verbal communications with stakeholders within company
Process & Methodology
Managing and documenting processes for small parts of projects, Own and manage a small-level business projects from end-to-end
Full Job Description
**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** ### Specialist, Contact Center, Scheduler-2 ### Overview: The Contact Center team is seeking an Associate Specialist fluent in Mandarin to support and enhance our customer experience strategy through continuous innovation and effective problem-solving. The ideal candidate is passionate about the end‑to‑end customer journey, highly motivated, intellectually curious, analytical, and brings an entrepreneurial mindset. This role requires strong professional communication skills in Mandarin to ensure high‑quality support for our growing China market, as well as effective collaboration with customers and regional stakeholders. Job Description Summary 1\. Manages day-to-day operations of the Cross Border Services Operations within the Contact Centre to ensure that support delivered to customer meets established product/service standards and follows XBS Contact Center policies and procedures 2\. Provides service and support for Mastercard products and services directly to customers and ensures service standards and SLAs are met. 3\. Engages via telephone, email, or other developing channels like chat or through other social media platforms. 4\. Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement with management team. 5\. Contributes to development of process improvement efforts and initiatives associated with optimization of resources and consumer support delivery 6\. Performs trends analysis,
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