Specialist, Contact Center, Scheduler

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-1

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, planning, forecasting, and monitoring; recommends and develops business cases to address challenges.
7. Investigates and resolves consumer product/service issues, concerns and requests according to established policies and procedures as well as guidance from more senior resources
8. Troubleshoots complex or unusual consumer product/service inquiries and escalate issues to appropriate senior resources
9. Contributes to development of process improvement efforts and initiatives associated with optimization of resources and consumer support delivery

Responsibilities:
• 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.
• Collaborate with other team members to support projects/initiatives related to customer support delivery.
• Provides support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.

About you: Knowledge/ Skills/ Abilities

1. College Degree preferable in Business Administration/ Communication (typically requires a minimum of 3-5 years’ experience in financial services industry and/or Customer Service environment).
2. Demonstrates advanced experience in customer support.
3. Demonstrated success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects.
4. Demonstrated ability to own and manage a small-level business projects from end-to-end
5. Exhibits effective oral, written, and non-verbal communications with stakeholders within company and delivers high quality work.
6. Have experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries.
7. Demonstrated knowledge of consumer service standards, processes and tools
8. Advanced level of office tools.
9. Intermediate Excel skills

Must be bilingual – Advanced Mandarin & English skills

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.