Senior Contact Center Representative

About the role

Mastercard is seeking a Senior Representative for its Contact Center to drive the customer experience strategy. The role involves handling inquiries, requests and complaints across voice, chat and email, and collaborating with senior resources to ensure prompt resolutions.

Key responsibilities

• Provide timely responses to customer inquiries via phone, chat and email.
• Assist in resolving issues, escalating complex cases to senior staff.
• Coordinate with relevant departments to achieve customer satisfaction.
• Support operational and process improvement initiatives with a customer‑centric focus.
• Review customer issues, develop resolutions and ensure follow‑up.

Required profile

• Result‑oriented, self‑driven and analytical.
• Strong interpersonal and communication skills in English and the local language.
• Ability to multitask, prioritize and meet deadlines.
• Professional written and verbal communication with internal teams and external customers.
• Willingness to work rotational shifts and weekends.

Required skills