Senior Representative, Contact Center

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 multiple channels while collaborating with senior team members to ensure prompt and effective resolutions.

Key responsibilities

• Provide timely responses to customer inquiries via voice, chat, and email.
• Act as a resource for resolving customer issues, escalating complex cases when necessary.
• Support operational and process‑improvement initiatives with the customer’s perspective in mind.
• Review and develop solutions for customer issues, coordinating with relevant departments to achieve satisfaction.
• Maintain accurate records of interactions and follow‑up actions.

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.
• Proactive in identifying critical issues and reprioritising tasks.
• Professional written and verbal communication with internal teams and external customers.
• Team player who works ethically and cooperatively.
• Willingness to work rotational shifts, including weekends.

Required skills