Specialist, Contact Center, Scheduler-1

Mastercard; Flippin (AR, KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Mastercard is seeking an Associate Specialist in the Contact Center to support the China market. Fluency in Mandarin and English, strong customer service experience, and a solid command of Excel are required.

You will help optimize cross-border service, engage customers via calls, email, chat, and social channels, and partner with regional stakeholders to ensure SLAs are met. In this role you will analyze trends, contribute to process improvements, and escalate complex issues to senior resources

Qualifications

• College degree in business/communication and 3–5 years in financial services or customer service.
• Demonstrates advanced customer support experience.
• Able to multitask and manage several projects concurrently.
• Excellent oral, written, and non‑verbal communication with stakeholders.
• Proficient in Excel and common office tools.

Responsibilities

• Manage day-to-day operations of the Cross Border Services Operations within the Contact Centre.
• Provide service and support for Mastercard products and services and meet SLAs.
• Engage via telephone, email, chat or other channels including social media.
• Be the voice of the customer by sharing recurring issues with management.
• Contribute to process improvements for resource optimization.
• Perform trends analysis, planning, forecasting, and monitoring; develop business cases.
• Investigate and resolve customer issues per policies and guidance.
• Troubleshoot complex inquiries and escalate when needed.
• Collaborate with team members on customer support projects.

Skills

Mandarin & English

Multitasking

Customer support experience

Office tools

Excel skills

Communication skills

Education

College degree in Business Administration/Communication

Tools

Excel

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-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 escalates 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

• 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).
• Demonstrates 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
• Exhibits effective oral, written, and non-verbal communications with stakeholders within company and delivers high quality work.
• Have experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries.
• Demonstrated knowledge of consumer service standards, processes and tools
• Advanced level of office tools.
• Intermediate Excel skills

Must be bilingual – Advanced Mandarin & English skills

Corporate Security Responsibility

• 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.